Responding to Customer's Query While Identifying Topic Drift in an Ongoing Conversation Along with Customer Agents Optimization
Abstract
Customer satisfaction plays a pivotal role for an organization in establishing relationship with their customers and thereby profitability. Business Process Outsourcing (BPO) is a measure took by many organization towards establishing the relationship and attaining the profitability objectives. Every time when a customer encounters some challenge with operability of the product/services offered by the organization, he/she tends to dial in the customer center to seek resolution from a customer agent to the encountered malfunctioning. It has been noticed that sometimes the customer tends to drift from an ongoing topic and suddenly prompts the customer agent to respond on the drifted topic’s query[ies]. In such instance, there is a likelihood that the customer agent may be aware or doesn’t have expertise in the drifted topic. Thus, in such scenarios, the customer agent may not be able to get the relevant information pertaining to the drifted topic leading to customer dissatisfaction. This becomes the pivotal point where the relationship is actually being established or hampered with their customers and thereby profitability is impacted in the longer run. In view of the above, there exists a need of a system and method overcome the challenges exist in the art and automatically identify such topic drifts and provide relevant information on the screen for consumption by the customer agent, in real-time, so as to respond to the drifted topic’s query[ies] on the fly.
