Automated complaint management system
First Claim
1. A method for automated resolution of a complaint from a complainer against a party, comprising:
- detecting lack of agreement between the complainer and the party, and automatically mediating between the complainer and the party to resolve the complaint, the mediating occurring without a human mediator.
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0 Petitions
Accused Products
Abstract
A complaint management system, also referred to as a disputes system, enables registered consumers to file a complaint against a merchant. During complaint preparation, the disputes system advises the consumer of relevant cases and other information, allows the consumer to vent their emotions, and prepares a well-formed complaint on behalf of the consumer. After the consumer approves filing of the complaint, the complaint is compared with the merchant'"'"'s stored business rules. If the merchant'"'"'s solution for the problem and the consumer'"'"'s desired solution match, then the disputes system automatically forms an agreement. The disputes system monitors compliance with the agreement by the merchant and consumer. If the merchant has specified a business rule for the problem, but the merchant'"'"'s solution for the problem and the consumer'"'"'s desired solution differ, then the disputes system initiates automated mediation, automatically preparing an Answer comprising the solution from the merchant'"'"'s business rule as the merchant'"'"'s starting negotiating position. Alternatively, the complaint management system may automatically negotiate parameters of the proposed solution to improve customer satisfaction, and may enter the item complained of to at least one of a resale market and a refund competition If the merchant has not specified a business rule for the consumer'"'"'s problem, then the disputes system initiates automated mediation, asking the merchant for his or her Answer to the consumer'"'"'s complaint. At the conclusion of the case, the disputes system automatically prepares an anonymized case summary, and adds the anonymized case summary to a database of anonymized case summaries.
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Citations
42 Claims
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1. A method for automated resolution of a complaint from a complainer against a party, comprising:
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detecting lack of agreement between the complainer and the party, and automatically mediating between the complainer and the party to resolve the complaint, the mediating occurring without a human mediator. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A method for automated resolution of a complaint from a complainer against a party, comprising:
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automatically collecting emotional detail information, automatically generating emotional state information for the complaint from the emotional detail information, and automatically comparing the complaint with rules previously supplied by the party to detect whether there is a match between a solution desired by the complainer and solutions that the party agrees to.
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21. A method for automated resolution of a complaint from a complainer against a party, comprising:
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automatically collecting the complaint from the complainer, and when the complaint'"'"'s desired solution does not match acceptable solutions specified in rules of the party, automatically generating a complaint resolution offer on behalf of the party based on the acceptable solutions specified in the rules of the party.
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22. A method for automated resolution of a complaint from a complainer against a party, comprising:
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obtaining an agreement resolving the complaint, and automatically monitoring compliance by at least one of the complainer and the party with terms of the agreement. - View Dependent Claims (23, 24)
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25. A method for managing a complaint, comprising:
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automatically comparing the complaint with merchant rules to obtain a proposed remedy having at least one parameter, and automatically negotiating the at least one parameter of the proposed remedy to improve consumer satisfaction. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
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37. A method for managing a complaint, comprising:
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automatically comparing the complaint with merchant rules to obtain a proposed remedy having at least one parameter, and automatically entering an item specified in the complaint to a refund competition when the proposed remedy is not satisfactory. - View Dependent Claims (38, 39, 40, 41, 42)
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Specification