Systems and methods for digital analysis, test, and improvement of customer experience

US11699113B1 · kind B1 · utility

Inventors

• David A. Pearson · Sunnyvale, US
• J. Shelton Hook, Jr. · Tampa, US
• Eric G. Palacio · Tampa, US
• Richard Sadowski · Tampa, US
• Stephen Berdy · Tampa, US
• Joseph Flaska · Tampa, US
• James Somers · Tampa, US
• J. Brooke Aker · Tampa, US
• John Romania · Phoenixville, US
• Martin Hendrickse · Tampa, US
• Donald J. Young · Tampa, US
• Al Ryan Santiago · Tampa, US
• John Kruper · Tampa, US
• Matthew Kai Christensen · Tampa, US
• Ryan R. Cannon · Tampa, US

Key dates

• Filing date: Jun 22, 2020
• Grant date: Jul 11, 2023
• Expiry date: Dec 13, 2041

Classification

• Technology area (CPC G): Physics
• CPC primary: G06V20/70
• WIPO field: Computer technology
• WIPO sector: Electrical engineering

Abstract

Disclosed are system and methods for digitally capturing, labeling, and analyzing data representing shared experiences between a service provider and a customer. The shared experience data is used to identify, test, and implement value-added improvements, enhancements, and augmentations to the shared experience and to monitor and ensure the quality of customer service. The improvements can be implemented as customer service process modifications, precision learning and targeted coaching for agents rendering customer service, process compliance monitoring, and as knowledge curation for a knowledge bot software application that facilitates automation of tasks and provides a natural language interface for accessing historical knowledge bases and solutions.