MINING INTERACTIONS TO MANAGE CUSTOMER EXPERIENCE THROUGHOUT A CUSTOMER SERVICE LIFECYCLE
First Claim
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1. A method for managing a customer experience throughout a customer service lifecycle, comprising the steps of:
- providing a customer-agent interaction platform;
conducting an interaction between at least one customer and at least one customer service representative on said customer-agent interaction platform;
providing a data fusion engine for processing data relevant to a customer experience, wherein said data fusion engine comprises a processor, a memory device coupled to said processor, and a network interface,gathering said data relevant to a customer experience from one or more sources, wherein said one or more sources comprise at least said customer-agent interaction platform;
ingesting said data;
processing said data using one or more processing modules, forming one or more insights, wherein the step of processing said data further comprises the steps of;
recording said interaction data;
transcribing said recorded interaction data into a textual record;
text mining said textual record for indicators of positive or negative customer experience;
using said indicators to determine a text-mining net experience score;
performing at least one follow up survey following said interaction, forming a survey net experience score;
extracting common results between the text-mining net experience score and the survey net experience score, forming common results;
using said common results to analyze the effectiveness of said at least one customer service representative during said interaction;
providing feedback to said at least one customer service representative relating to said effectiveness; and
outputting one or more insights.
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Abstract
A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.
134 Citations
18 Claims
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1. A method for managing a customer experience throughout a customer service lifecycle, comprising the steps of:
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providing a customer-agent interaction platform; conducting an interaction between at least one customer and at least one customer service representative on said customer-agent interaction platform; providing a data fusion engine for processing data relevant to a customer experience, wherein said data fusion engine comprises a processor, a memory device coupled to said processor, and a network interface, gathering said data relevant to a customer experience from one or more sources, wherein said one or more sources comprise at least said customer-agent interaction platform; ingesting said data; processing said data using one or more processing modules, forming one or more insights, wherein the step of processing said data further comprises the steps of; recording said interaction data; transcribing said recorded interaction data into a textual record; text mining said textual record for indicators of positive or negative customer experience; using said indicators to determine a text-mining net experience score; performing at least one follow up survey following said interaction, forming a survey net experience score; extracting common results between the text-mining net experience score and the survey net experience score, forming common results; using said common results to analyze the effectiveness of said at least one customer service representative during said interaction; providing feedback to said at least one customer service representative relating to said effectiveness; and outputting one or more insights. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An apparatus for managing a customer experience throughout a customer service lifecycle, comprising:
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a customer-agent interaction platform for conducting one or more interactions between at least one customer and at least one customer service representative and for memorializing said one or more interactions, in the form of interaction data; a survey module for conducting one or more surveys and for memorializing the results said one or more surveys in the form of survey data; a data fusion engine for gathering interaction data and survey data that is relevant to said customer experience, and for processing the gathered data, wherein said data fusion engine comprises; a processor; a memory device coupled to said processor; a network interface; and one or more processing modules configured for ingesting said gathered data, processing said gathered data, and outputting one or more insights; and a means for presenting said insights to said at least one customer service representative. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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Specification