System and method for customer feedback

• US 20090234665A1
• Filed: 03/11/2008
• Published: 09/17/2009
• Est. Priority Date: 03/11/2008
• Status: Abandoned Application

• Current Assignee: Ent Services Development Corporation LP (DXC Technology Company)
• Original Assignee: Electronic Data Systems Corporation (Perspecta, Inc.)
• Inventors: Conkel, Dale W.
• Application Number:
  US12/075,421
• Publication Number:
  US 20090234665A1
• Time in Patent Office: Days
• US Class Current: 705/301
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 2015/088 Word spotting

Abstract

A method for managing customer feedback. The method includes receiving a recording of spoken customer feedback in a server data processing system and transcribing the customer feedback in the server data processing system to produce a transcript. The method also includes storing the transcript in a customer feedback database and generating and storing an index of the transcript. The method also includes identifying words in the transcript that correspond to predefined keywords and generating a report according to the identified words and the transcript. There is also a corresponding data processing system.

Claims

1. A method for managing customer feedback, comprising:

receiving a recording of spoken customer feedback in a server data processing system;

transcribing the customer feedback in the server data processing system to produce a transcript;

storing the transcript in a customer feedback database;

generating and storing an index of the transcript;

identifying words in the transcript that correspond to predefined keywords; and

generating a report according to the identified words and the transcript.

2. The method of claim 1, further comprising receiving the recording of spoken customer feedback from a digital recording device.

3. The method of claim 1, wherein the recording is received by the server data processing system over a network from a host data processing system.

4. The method of claim 1, further comprising generating recommendations according to the identified words.

5. The method of claim 1, wherein the index identifies one or more transcripts for each of a plurality of words in the index.

6. The method of claim 1, wherein the index is a combined index of a plurality of transcripts.

7. The method of claim 1, wherein the spoken customer feedback is recorded in a digital recording device.

8. The method of claim 1, wherein the predefined keywords include at least one of product or service identifiers, pricing identifiers, quality of goods or services identifiers, and customer satisfaction identifiers.

9. The method of claim 1, wherein the server data processing system receives recordings from a plurality of different host data processing systems.

10. The method of claim 1, further comprising storing the report.

11. A data processing system comprising a processor and accessible storage, the data processing system configured to perform the steps of:

receiving a recording of spoken customer feedback;

transcribing the customer feedback to produce a transcript;

storing the transcript in a customer feedback database in the storage;

generating and storing an index of the transcript;

identifying words in the transcript that correspond to predefined keywords; and

generating a report according to the identified words and the transcript.

12. The data processing system of claim 11, wherein the data processing system is further configured to receive the recording of spoken customer feedback from a digital recording device.

13. The data processing system of claim 11, wherein the recording is received by the data processing system over a network from a host data processing system.

14. The data processing system of claim 11, wherein the data processing system is further configured to generate recommendations according to the identified words.

15. The data processing system of claim 11, wherein the index identifies one or more transcripts for each of a plurality of words in the index.

16. The data processing system of claim 11, wherein the index is a combined index of a plurality of transcripts.

17. The data processing system of claim 11, wherein the spoken customer feedback is recorded in a digital recording device.

18. The data processing system of claim 11, wherein the predefined keywords include at least one of product or service identifiers, pricing identifiers, quality of goods or services identifiers, and customer satisfaction identifiers.

19. The data processing system of claim 11, wherein the server data processing system receives recordings from a plurality of different host data processing systems.

20. The data processing system of claim 11, wherein the data processing system is further configured to store the report.