摘要
记者从发明人提供的背景资料中获得了以下引述：“方面通常与意图预测和使用的系统和方法有关。”客户电话和与客户联系管理中心代表的其他联系重新呈现机会为客户服务的组织。如果放任不管，剩余的客户问题可能会导致重复客户与C联络中心联系。重复呼叫可能会降低客户体验并增加客户支持流程的成本。然而，由于电话支持RT的语音交互，它对于代理来说，确定客户的所有关注点何时都得到了解决是一项挑战互动。确定客户进行联系时的意图并向相关客户展示在关键时刻向支持专家提供信息和支持解决方案在互动中，提出了技术挑战。
Abstract
Reporters obtained the following quote from the background information supplied by the inventors: ““Aspects generally relate to systems and methods for intent prediction and usage . “Customer calls and other contacts with a customer contact management center rep resent opportunitiesfor an organization to serve customers. If left unattended to, residual customer issues can lead to repeatcustomer calls/contacts with a c ontact center. Repeat calls may diminished customer experience and addcosts to a customer support process. Because of the voice-only interaction of phone suppo rt, however, itcan be challenging for agents to ascertain when all of a custome r’s concerns have been addressed duringan interaction. Determining a customer’s intents when a contact is made and presenting relevant customerinformation and support solutions to a support specialist at crucial times, such as immediately prior to andduring an interaction, presents technical challenges.”
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