Mining interactions to manage customer experience throughout a customer service lifecycle

US8396741B2 · kind B2 · utility

Assignee

• 24/7 CUSTOMER, INC. · US

Inventors

• Pallipuram V. Kannan · Los Gatos, US
• Mohit Jain · Bengaluru, IN
• Ravi Vijayaraghavan · Bengaluru, IN
• Ponnusamy Sam Albert · Bengaluru, IN
• Vijayalakshmi Amudhan · Bengaluru, IN

Key dates

• Filing date: Oct 22, 2009
• Grant date: Mar 12, 2013
• Expiry date: Jul 2, 2030

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/02
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.