Customer effort evaluation in a contact center system
US11734731B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 18, 2020 |
| Grant date | Aug 22, 2023 |
| Priority date | — |
| Expiry date | Sep 29, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0203
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A contact center system can track and evaluate dialogue data, telephony data, and/or application usage data associated with communication sessions between customers and representatives. The contact center system can identify communication sessions that have dialogue data containing keywords of one or more keyword categories, such as keyword categories associated with perceptions of high customer effort, and/or based on values of other key performance indicators. Users can use the contact center system to investigate the dialogue data, telephony data, and/or application usage data for identified communication sessions, for example to identify opportunities to train representatives to use alternate language during communication sessions, revise procedures in the contact center, or otherwise reduce perceptions of customer effort.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.