System and method for customer interaction management
US9922649B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 24, 2016 |
| Grant date | Mar 20, 2018 |
| Priority date | — |
| Expiry date | Aug 24, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.