Systems and methods relating to customer experience automation
US11367080B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Dec 30, 2019 |
| Grant date | Jun 21, 2022 |
| Priority date | — |
| Expiry date | Jun 14, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/552
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method for personalizing a delivery of services to a first customer including: providing a customer profile; updating the customer profile via performing a first process to collect interaction data, the first process including the steps of: monitoring activity on the communication device and, therefrom, detecting the first interaction with the first contact center; identifying data relating to the first interaction for collecting as the interaction data; and updating the customer profile to include the interaction data identified from the first interaction; generating an interaction predictor, the interaction predictor comprising knowledge about the first customer derived, at least in part, from the data stored within the customer profile, the knowledge comprising a behavioral factor attributable to the first customer given a first type of interaction; and augmenting the customer profile by storing therein the interaction predictor.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.