System and method for analysis and correlation of scoring and customer satisfaction

US9723145B2 · kind B2 · utility

Assignee

• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Cliff Bell · Menlo Park, US
• Daniel Stoops · Powell, US
• Steve O'Donoghue · San Francisco, US
• Herbert Willi Artur Ristock · Walnut Creek, US

Key dates

• Filing date: May 30, 2015
• Grant date: Aug 1, 2017
• Expiry date: May 30, 2035

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/551
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.