System and method for improving tuning using user provided satisfaction scores

US9406075B1 · kind B1 · utility

Assignee

• Convergys Customer Management Delaware LLC · US

Inventors

• Dhananjay Bansal · Reston, US
• Nancy Gardner · Dallas, US
• John C. Georgesen · Maineville, US
• James H. Lythgoe, Jr. · Mason, US
• Scott D. Spera · Cincinnati, US

Key dates

• Filing date: Jul 10, 2013
• Grant date: Aug 2, 2016
• Expiry date: Jul 10, 2033

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0282
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service 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 customer service application.