System and method for automated customer feedback
First Claim
1. A method for automatically obtaining and analyzing customer feedback regarding one or more self-service applications, the method comprising:
- receiving one or more inbound inquiries from one or more customers;
retrieving a plurality of customer characteristics regarding the customer;
querying the customer for one or more customer tasks;
receiving one or more customer tasks from the customer;
routing the inbound inquiry based on one or more of the customer tasks provided by the customer;
monitoring the interaction of the customer with the self-service application;
determining if the customer completes the customer task;
determining if the customer desires to complete one or more additional customer tasks;
querying the customer regarding the completion of the customer task and the one or more additional customer tasks;
selecting one or more survey questions based on the customer tasks and the additional customer tasks performed by the customer, the survey questions regarding the interaction of the customer with the self-service application;
upon completion of one or more of the customer tasks and before terminating the inbound inquiry, automatically asking the customer one or more of the selected survey questions relating to the customer task;
receiving from the customer one or more survey responses to the survey questions;
storing the survey responses in a database;
asking the customer one or more additional survey questions if one or more of the survey responses exceeds a threshold;
analyzing the survey responses; and
modifying the self-service application and one or more of the survey questions based on the analysis of the survey responses.
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Accused Products
Abstract
A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers'"'"' interaction with the customer service center and the customers'"'"' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.
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Citations
20 Claims
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1. A method for automatically obtaining and analyzing customer feedback regarding one or more self-service applications, the method comprising:
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receiving one or more inbound inquiries from one or more customers;
retrieving a plurality of customer characteristics regarding the customer;
querying the customer for one or more customer tasks;
receiving one or more customer tasks from the customer;
routing the inbound inquiry based on one or more of the customer tasks provided by the customer;
monitoring the interaction of the customer with the self-service application;
determining if the customer completes the customer task;
determining if the customer desires to complete one or more additional customer tasks;
querying the customer regarding the completion of the customer task and the one or more additional customer tasks;
selecting one or more survey questions based on the customer tasks and the additional customer tasks performed by the customer, the survey questions regarding the interaction of the customer with the self-service application;
upon completion of one or more of the customer tasks and before terminating the inbound inquiry, automatically asking the customer one or more of the selected survey questions relating to the customer task;
receiving from the customer one or more survey responses to the survey questions;
storing the survey responses in a database;
asking the customer one or more additional survey questions if one or more of the survey responses exceeds a threshold;
analyzing the survey responses; and
modifying the self-service application and one or more of the survey questions based on the analysis of the survey responses.
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2. A method for the automatic collection and analysis of customer feedback, the method comprising:
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receiving one or more inbound inquiries from one or more customers;
querying the customer for one or more customer tasks;
routing the inbound inquiry based on one or more of the customer tasks provided by the customer;
querying the customer regarding completion of the customer task;
selecting one or more survey questions based on the customer task, the survey questions regarding performance of the customer task by the customer; and
upon completion of the customer task and before terminating the inbound inquiry, automatically communicating to the customer one or more of the selected survey questions relating to the customer task. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. An automated customer feedback system, the system comprising:
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one or more receiving devices operable to receive a plurality of inbound inquiries from one or more customers;
a parsing module associated with the receiving device, the parsing module operable to query the customer for one or more customer tasks and route the inbound inquiry based on one or more of the customer tasks provided by the customer; and
a satisfaction module associated with the parsing module, the satisfaction module operable to select one or more survey questions based on the customer task and upon completion of the customer task and before terminating the inbound inquiry, automatically communicate to the customer one or more of the selected survey questions relating to the customer task. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification