Prescriptive analytics for customer satisfaction based on agent perception
US9955009B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 9, 2014 |
| Grant date | Apr 24, 2018 |
| Priority date | — |
| Expiry date | Oct 5, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/555
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.