Customer feedback acquisition and processing system
First Claim
1. A customer feedback acquisition and processing system comprising:
- a service representative terminal for receiving customer feedback messages;
a data acquisition processor in communication with the service representative terminal for developing electronic records including text representative of the customer feedback messages;
a database in communication with the data acquisition processor for storing the records developed by the data acquisition processor;
a data analyst terminal for receiving query inputs; and
a database processor in communication with the database and the data analyst terminal, the database processor being responsive to a query input received from the data analyst terminal to analyze the text in the records stored in the database to identify trends in the customer feedback messages.
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Accused Products
Abstract
A customer feedback acquisition and processing system is disclosed. Customer feedback, which may optionally include voice signals, is captured and stored in a database. The database can be searched to develop a subset of records pertaining to an area of interest. A data mining tool can then be used on the subset to identify trend(s) in the customer feedback records. The database tool assigns relevance scores to each word (“concept”) in one or more fields of the records in the subset. It then combines the concepts and develops new relevance scores for the combined concepts to identify trend(s) in the customer feedback records.
124 Citations
53 Claims
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1. A customer feedback acquisition and processing system comprising:
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a service representative terminal for receiving customer feedback messages;
a data acquisition processor in communication with the service representative terminal for developing electronic records including text representative of the customer feedback messages;
a database in communication with the data acquisition processor for storing the records developed by the data acquisition processor;
a data analyst terminal for receiving query inputs; and
a database processor in communication with the database and the data analyst terminal, the database processor being responsive to a query input received from the data analyst terminal to analyze the text in the records stored in the database to identify trends in the customer feedback messages. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A method of acquiring and analyzing customer feedback comprising the steps of:
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receiving customer feedback messages;
developing electronic records including text representative of the customer feedback messages;
storing the developed records in a database;
receiving a query input; and
responding to the query input by analyzing the text in the records to identify trends in the customer feedback messages. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
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37. For use with a database comprising a plurality of records containing text data, a database mining tool comprising:
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a search engine and queue generator responsive to input search criteria for accessing the database to produce a search result identifying a subset of the records in the database, the search engine and queue generator also producing a first search queue from the search result, the first search queue including a plurality of concepts, each concept in the first search queue corresponding to a unique text element contained in at least one of the records in the search result;
a relevance finder for computing a relevance score for the concepts in the first search queue; and
a merger for creating a compound concept by combining at least two concepts in the first search queue, the merger cooperating with the relevance finder to calculate a relevance score for the compound concept and to create a second search queue by adding the compound concept to the first search queue if the relevance score of the compound concept is greater than the relevance score of each of the at least two concepts. - View Dependent Claims (38, 39, 40, 41, 42, 43, 44, 45, 46, 47)
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48. A method of mining a database including a plurality of records containing text data, the method comprising the steps of:
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responding to input search criteria by accessing the database to produce a search result identifying a subset of the records in the database;
producing a first search queue from the search result, the first search queue including a plurality of concepts, each concept in the first search queue corresponding to a unique text element contained in at least one of the records in the search result;
computing a relevance score for the concepts in the first search queue;
creating a compound concept by combining at least two concepts in the first search queue;
computing a relevance score for the compound concept; and
creating a second search queue by adding the compound concept to the first search queue if the relevance score of the compound concept is greater than the relevance score of each of the at least two concepts. - View Dependent Claims (49, 50, 51, 52, 53)
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Specification