SYSTEM AND METHOD FOR AUTOMATED CUSTOMER FEEDBACK

• US 20110106586A1
• Filed: 01/03/2011
• Published: 05/05/2011
• Est. Priority Date: 05/13/2003
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Pasquale, Theodore B., Bushey, Robert R., Knott, Benjamin A.
• Granted Patent: US 8,650,130 B2
• Time in Patent Office: Days
• US Class Current: 705/7.32
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0217 involving input on products or services in exchange for incentives or rewards
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing

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.

Claims

1-20. -20. (canceled)

21. A method of improving caller satisfaction comprising:

routing a call from a caller to an automated self-service application including at least one user interface menu presented to the caller;

before terminating the call, asking the caller a set of survey questions concerning interaction of the caller with the self-service application;

receiving from the caller responses to at least some of the survey questions; and

based on the responses, altering the user interface menu.

22. The method of claim 21, further comprising selecting at least some of the set of survey questions based on a task, indicated by the caller, associated with the call.

23. The method of claim 21, further comprising obtaining caller identification information and using the caller identification information to retrieve caller characteristics.

24. The method of claim 23, wherein the caller characteristics include account activity information.

25. The method of claim 21, wherein at least some of the set of survey questions ask the caller to indicate a level of caller satisfaction.

26. The method of claim 25, wherein the level of caller satisfaction is selected from a set of defined satisfaction levels.

27. The method of claim 21, further comprising, responsive to determining that a response exceeds a threshold value, asking the caller additional survey questions.

28. A method of improving caller satisfaction comprising:

routing an inbound inquiry from a caller, based on a task indicated by the caller, to an automated self-service application including at least one user interface menu presented to the caller;

before terminating the inbound inquiry, automatically asking the caller a set of survey questions regarding the self-service application;

receiving from the caller one or more survey responses to the survey questions; and

based at least in part on the survey responses, updating the set of survey questions.

29. The method of claim 28, further comprising storing the received survey responses in a database.

30. The method of claim 28, further comprising obtaining caller identification information and using the caller identification information to retrieve caller characteristics.

31. The method of claim 30, wherein the caller characteristics include account activity information.

32. The method of claim 30, wherein the caller characteristics include caller status information indicative of a premium status of the caller.

33. The method of claim 30, wherein routing the call comprises routing the based at least in part on the caller characteristics.

34. The method of claim 28, further comprising using automated number identification to determine the identity of the caller and using the identity to retrieve caller characteristics.

35. A tangible computer readable media comprising instructions, embedded in the media, for improving caller satisfaction, the instructions comprising instructions to:

route a call from a caller to an automated self-service application including at least one user interface menu presented to the caller;

before terminating the call, ask the caller a set of survey questions concerning interaction of the caller with the self-service application;

receive from the caller responses to at least some of the survey questions; and

based on the responses, alter the user interface menu.

36. The tangible computer readable media of claim 35, further comprising instructions to select at least some of the set of survey questions based on a task, indicated by the caller, associated with the call.

37. The tangible computer readable media of claim 35, further comprising instructions to obtain caller identification information and using the caller identification information to retrieve caller characteristics.

38. The tangible computer readable media of claim 37, wherein the caller characteristics include account activity information.

39. The tangible computer readable media of claim 35, wherein at least some of the set of survey questions ask the caller to indicate a level of caller satisfaction and wherein the level of caller satisfaction is selected from a set of defined satisfaction levels.

40. The tangible computer readable media of claim 35, further comprising instructions, responsive to determining that a response exceeds a threshold value, to ask the caller additional survey questions.