System and method for improving tuning using caller provided satisfaction scores
US8126723B1 · kind B1 · utility
7Cited by
6References
16Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Dec 18, 2008 |
| Grant date | Feb 28, 2012 |
| Priority date | — |
| Expiry date | Sep 28, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0282
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.