Customer touchpoint patterns and associated sentiment analysis
First Claim
1. A computer-implemented method comprising:
- detecting, by a computer device, a presence of a mobile device of a participant within a venue during a first event;
detecting, by the computing device, at least one interaction event during the first event between the participant and a venue associate, wherein detecting the at least one interaction event comprises detecting that the mobile device of the participant is within a threshold distance of a mobile device of the venue associate;
recording, by the computing device, first event data including interaction event data of the at least one interaction event;
detecting, by the computing device, the presence of the mobile device of the participant within the venue during a second event subsequent to the first event; and
determining, by the computing device, one or more customer service parameters based on the first event data, including the interaction event data, wherein the one or more customer service parameters include a sentiment value indicative of sentiment of the participant with respect to the venue associate.
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Abstract
Systems and methods for customer touchpoint pattern and sentiment analysis are disclosed. In embodiments, a computer-implemented method comprises: detecting, by a computer device, the presence of a mobile device of a participant within a venue during a first event; monitoring, by the computing device, the location of the mobile device of the participant within the venue during the first event; detecting, by the computing device, at least one interaction event between the participant and a venue associate; recording, by the computing device, first event data including interaction event data; detecting, by the computing device, the presence of the mobile device of the participant within the venue during a second event; determining, by the computing device, one or more customer service parameters based on the first event data; and generating, by the computing device, an alert based on the one or more customer service parameters.
14 Citations
20 Claims
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1. A computer-implemented method comprising:
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detecting, by a computer device, a presence of a mobile device of a participant within a venue during a first event; detecting, by the computing device, at least one interaction event during the first event between the participant and a venue associate, wherein detecting the at least one interaction event comprises detecting that the mobile device of the participant is within a threshold distance of a mobile device of the venue associate; recording, by the computing device, first event data including interaction event data of the at least one interaction event; detecting, by the computing device, the presence of the mobile device of the participant within the venue during a second event subsequent to the first event; and determining, by the computing device, one or more customer service parameters based on the first event data, including the interaction event data, wherein the one or more customer service parameters include a sentiment value indicative of sentiment of the participant with respect to the venue associate. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer program product for comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a computing device to cause the computing device to:
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detect a presence of a mobile device of a participant within a venue during a first event; detect at least one interaction event within a physical space of the venue during the first event between the participant and a venue associate, wherein detecting the at least one interaction event comprises detecting that the mobile device of the participant is within a threshold distance of a mobile device of the venue associate for a predetermined amount of time during the first event; record first event data, including interaction event data of the at least one interaction event, in a touchpoint database; detect the presence of the mobile device of the participant within the venue during a second event; determine sentiment data indicative of sentiment of the participant with respect to the venue associate based on the first event data; generate an alert based on the sentiment data; and send a notification based on the alert. - View Dependent Claims (12, 13, 14, 15)
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16. A system comprising:
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a CPU, a computer readable memory and a computer readable storage medium associated with a computing device; program instructions to receive location data of a mobile device of a participant from a Bluetooth beacon monitoring device within a venue; program instructions to detect at least one interaction event within the venue between the participant and an on-site venue associate, wherein detecting the at least one interaction event comprises detecting that the mobile device of the participant is within a threshold distance of a mobile device of the venue associate for a predetermined amount of time during the first event; program instructions to record first event data including interaction event data of the at least one interaction event; program instructions to detect a presence of the mobile device of the participant within the venue during a second event after the first event; and program instructions to determine one or more customer service parameters based on the first event data, the customer parameters including a sentiment value indicative of the sentiment of the participant with respect to the venue associate; wherein the program instructions are stored on the computer readable storage medium for execution by the CPU via the computer readable memory. - View Dependent Claims (17, 18, 19, 20)
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Specification