Systems and methods for customer service prediction

Abstract

A system for providing resource material to a customer service representative [CSR], including a database storing a plurality of resources associated with one or more customer service contexts, a memory storing instructions, and one or more processors configured to execute the instructions to analyze an on-going communication including a customer service request received from a customer; determine a context of the request based on the analysis and historical data associated with the customer determined to be associated with the communication, automatically identify, based on the context of the request, a resource in the database associated with the determined context; and display, via a user interface in real-time during the communication, the resource associated with the customer service request.

1 . A system for providing resource material to a customer service representative (CSR), comprising:
 a database storing a plurality of resources associated with a plurality of customer service contexts;   one or more memories storing instructions;   an user interface; and   one or more processors configured to execute the instructions to perform operations comprising:
 receiving data associated with an on-going communication, the on-going communication comprising a customer service request received from a customer; 
 analyzing the data associated with the on-going communication; 
 determining an identity of the customer associated with the communication; 
 determining a context of the customer service request based on the analysis and based on historical data associated with the determined identity,
 wherein the determining further comprises:
 using a machine learning process or a neural network method, wherein the context comprises a prediction of a future action of the customer; and 
 compiling a list of keywords or phrases describing the customer service request; 
 
 
 automatically identifying, based on the context, a resource in the database associated with the context; 
 displaying, via the user interface in real-time during the communication, the resource associated with the customer service request and comprising at least one of a step-by-step guide, a website, or a tutorial for the CSR;: and 
 receiving, via the user interface, actions by the CSR. 
   
     
     
         2 . The system of  claim 1 , wherein the on-going communication is at least one of an on-line chat or a telephonic conversation. 
     
     
         3 . The system of  claim 1 , wherein the customer service request comprises a request received from a computing device associated with the customer. 
     
     
         4 . The system of  claim 1 , wherein the customer service request is received as part of a user action to access information stored on the computing device. 
     
     
         5 . The system of  claim 1 , wherein the customer service request comprises at least one of a verbal request or a written request. 
     
     
         6 . The system of  claim 5 , further comprising determining the customer service request using natural language processing. 
     
     
         7 . The system of  claim 1 , wherein analyzing the communication comprises analyzing real-time audio data. 
     
     
         8 . The system of  claim 1 , wherein determining the context comprises processing real-time audio data. 
     
     
         9 . The system of  claim 1 , wherein determining the context comprises processing interactive voice response data. 
     
     
         10 . The system of  claim 1 , wherein historical data comprises at least one of transaction data, account data, mobile application data, or previous customer service request data. 
     
     
         11 . The system of  claim 10 , wherein determining the context comprises analyzing historical data associated with the identity. 
     
     
         12 - 13 . (canceled) 
     
     
         14 . The system of claim  13 , wherein the future action comprises at least one of opening an account, closing an account, or completing a transaction. 
     
     
         15 . The system of claim  13 , wherein the resource associated with the customer service request comprises at least one of incentive programs or product offers based on the context. 
     
     
         16 . A computer-implemented method for providing resource material to a customer service representative (CSR), comprising:
 receiving, by at least one processor, data associated with an on-going communication, the on-going communication comprising a customer service request received from a customer;   analyzing the data associated with the on-going communication;   determining, based on the data associated with the on-going communication, an identity of the customer associated with the communication;   determining a context of the customer service request based on the analysis and based on historical data associated with the determined identity, wherein the determining further comprising:
 using a machine learning process or a neural network method, wherein the context comprises a prediction of a future action of the customer; and 
 compiling a list of keywords or phrases describing the service request; 
   automatically identifying, based on the context, a resource in the database associated with the context;   displaying, via a user interface in real-time during the communication, the resource associated with the customer service and comprising at least one of a step-by-step guide, a website, or a tutorial; and   receiving, via the user interface, actions by the CSR.   
     
     
         17 . The method of  claim 16 , wherein the data associated with the on-going communication comprises at least one of audio or text data received during the on-going communication. 
     
     
         18 . The method of  claim 16 , wherein analyzing the data comprises identifying one or more features, each feature having a probability of being associated with one or more predetermined contexts. 
     
     
         19 . The method of  claim 16 , further comprising:
 receiving, via the user interface in real-time, additional data associated with the on-going communication;   analyzing the additional data;   modifying the context of the customer service request; and   identifying one or more additional resources associated with the modified context.   
     
     
         20 . A non-transitory computer-readable medium storing instructions which when executed cause at least one processor to perform a method for providing resource material to a customer service representative (CSR), the method comprising:
 receiving, by the at least one processor, data associated with an on-going communication, the on-going communication comprising a customer service request received from a customer;   analyzing the data associated with the on-going communication;   determining, based on the data associated with the on-going communication, an identity of the customer associated with the communication;   determining a context of the customer service request based on the analysis and based on historical data associated with the determined identity, wherein the determining further comprises:
 using a machine learning process or a neural network method, wherein the context comprises a prediction of a future action of the customer; and 
 compiling a list of keywords or phrases describing the service request; 
   automatically identifying, based on the context, a resource in the database associated with the context; and   displaying, via a user interface in real-time during the communication, the resource associated with the customer service request and comprising at least one of a step-by-step guide, a website, or a tutorial; and   receiving, via the user interface, actions by the CSR.