Customer touchpoint patterns and associated sentiment analysis
US10334398B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 27, 2018 |
| Grant date | Jun 25, 2019 |
| Priority date | — |
| Expiry date | Aug 27, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L67/55
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Systems and methods for customer touchpoint pattern and sentiment analysis are disclosed. In embodiments, a computer-implemented method comprises: detecting, by a computer device, the presence of a mobile device of a participant within a venue during a first event; monitoring, by the computing device, the location of the mobile device of the participant within the venue during the first event; detecting, by the computing device, at least one interaction event between the participant and a venue associate; recording, by the computing device, first event data including interaction event data; detecting, by the computing device, the presence of the mobile device of the participant within the venue during a second event; determining, by the computing device, one or more customer service parameters based on the first event data; and generating, by the computing device, an alert based on the one or more customer service parameters.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.