Real-time customer feedback
US9386144B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 7, 2012 |
| Grant date | Jul 5, 2016 |
| Priority date | — |
| Expiry date | Aug 7, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent's performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.