System and method for automated customer feedback
US7877265B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 13, 2003 |
| Grant date | Jan 25, 2011 |
| Priority date | — |
| Expiry date | Feb 14, 2027 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0282
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.