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SYSTEMS AND METHODS FOR OPERATING AN INTERACTIVE CUSTOMER SERVICE EXPERIENCE

Abstract:

A computer-implemented method for operating an interactive customer service system may include: receiving interaction information of a plurality of customer communications that were each serviced by a respective interaction unassociated with a predetermined interaction model; and in response to determining, based on the received information, that a threshold number of the communications have a common root cause: generating a further interaction model of a further interaction, based on interaction information of the customer communications having the common root cause, by employing a machine learning model trained, based on (1) sets of previous interaction information with respective common root causes as training data and (2) respective interactions corresponding to the respective common root causes as ground truth, to generate an output interaction model for a given set of interaction information of customer communications having a given common root cause; and configuring the interactive customer service system such that a subsequent customer communication having the common root cause is serviced by the further interaction associated with the further interaction model.