US 9,813,555 B2
Spectral diagnostic engine for customer support call center
Julien Perez, Grenoble (FR); and Guillaume Bouchard, Saint-Martin-Le Vinoux (FR)
Assigned to Conduent Business Services, LLC, Dallas, TX (US)
Filed by Xerox Corporation, Norwalk, CT (US)
Filed on Dec. 12, 2014, as Appl. No. 14/569,095.
Prior Publication US 2016/0173690 A1, Jun. 16, 2016
Int. Cl. H04M 3/51 (2006.01); G06Q 10/00 (2012.01); G06Q 30/00 (2012.01); G06F 17/16 (2006.01); G06F 11/07 (2006.01)
CPC H04M 3/5175 (2013.01) [G06F 11/079 (2013.01); G06F 11/0748 (2013.01); G06F 17/16 (2013.01); G06Q 10/20 (2013.01); G06Q 30/01 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A diagnostic call center comprising:
a call session log comprising a data storage medium storing diagnostic sessions represented as at least symptoms belonging to a symptoms set and solutions belonging to a solutions set;
a diagnostic engine comprising an electronic data processing device programmed to perform a diagnostic support method including the operations of:
formulating the diagnostic sessions stored in the call session log as a collective matrix having a diagnostic sessions dimension and a diagnostic state descriptors dimension wherein the diagnostic state descriptors dimension includes at least a plurality of symptom fields corresponding to the symptoms of the symptoms set and a plurality of solution fields corresponding to the solutions of the solutions set;
performing collective matrix factorization of the collective matrix to generate a factored collective matrix comprising a sessions factor matrix embedding diagnostic sessions and a descriptors factor matrix embedding diagnostic state descriptors;
embedding an in-progress diagnostic session in the factored collective matrix;
determining one of a predicted solution for the in-progress diagnostic session and a not-yet-acquired probative symptom for the in-progress diagnostic session based on the embedding; and
in response to determining a not-yet-acquired probative symptom, displaying a recommendation to acquire the value of the probative symptom for the in-progress diagnostic session on a display device; and
a call center device providing two-way communication between a customer and a call center agent to conduct the in-progress diagnostic session, the call center device further providing a user interface configured to display to the call center agent the predicted solution or not-yet-acquired probative symptom determined by the diagnostic engine for the in-progress diagnostic session being conducted via the call center device.