| CPC G06Q 30/016 (2013.01) | 20 Claims |
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1. A method for improving customer support electronic communication systems by presenting customer-specific information to a support agent, the method comprising:
receiving, via an application on a mobile computing device, a first input from a first customer describing a first issue for which a solution is being sought, the first input being inputted into the mobile computing device through a touchscreen on the mobile computing device;
storing at least the first input in a customer database as a first activity record;
accessing by an intelligent guidance system, in response to a request for a communication session between the first customer and a support agent, the first activity record;
determining, via a machine learning algorithm that is part of the intelligent guidance system, at least a first recommended solution to the first issue;
the machine learning algorithm being configured to improve recommended solutions it generates over time by using as inputs
the first activity record,
data received from the customer database describing past attempts by the first customer to resolve the first issue for which a solution is sought, data received from a solutions database,
feedback received from the support agent upon termination of a previous communication session between the support agent and a previous customer regarding whether a previous recommended solution was successful in addressing the previous customer's issue for which a solution was being sought,
data from an electronic repository of previous communication sessions and customer records, and
feedback received from the first customer regarding whether a recommended solution was successful in addressing the first customer's first issue for which a solution is being sought;
presenting, at a computing device associated with the support agent, a first report including data from the first activity record and a description of the first recommended solution;
the support agent choosing not to implement the first recommended solution with the first customer and instead disregarding the first recommended solution; and
the support agent requesting that the machine learning algorithm generate a second recommended solution as an alternative next-best solution to the first recommended solution that was disregarded;
wherein the machine learning algorithm further uses as an input for improving recommended solutions it generates over time the disregarding of the first recommended solution by the support agent.
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