System and method for improving tuning using user provided satisfaction scores
First Claim
1. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with a customer service application having a customer satisfaction survey, the method comprising:
- a. processing an event log from the customer service application to produce a processed event log, wherein the processed event log includes customer service information, wherein the act of processing comprises organizing the customer service information by contact;
b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by contact, wherein the customer satisfaction score is associated with a customer'"'"'s satisfaction with the customer service application, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey;
c. identifying a portion of the customer service information from the simplified compiled log for analysis;
d. measuring occurrences for the portion of the customer service information;
e. analyzing the portion of the customer service information to determine whether the portion of the customer service information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the customer service information and the customer satisfaction score for the contact; and
f. creating a report, wherein the report includes a table having a list of portions of customer service information associated with low customer satisfaction scores, wherein the list is prioritized by the customer satisfaction score.
9 Assignments
0 Petitions
Accused Products
Abstract
A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.
21 Citations
16 Claims
-
1. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with a customer service application having a customer satisfaction survey, the method comprising:
-
a. processing an event log from the customer service application to produce a processed event log, wherein the processed event log includes customer service information, wherein the act of processing comprises organizing the customer service information by contact; b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by contact, wherein the customer satisfaction score is associated with a customer'"'"'s satisfaction with the customer service application, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey; c. identifying a portion of the customer service information from the simplified compiled log for analysis; d. measuring occurrences for the portion of the customer service information; e. analyzing the portion of the customer service information to determine whether the portion of the customer service information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the customer service information and the customer satisfaction score for the contact; and f. creating a report, wherein the report includes a table having a list of portions of customer service information associated with low customer satisfaction scores, wherein the list is prioritized by the customer satisfaction score. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
-
-
15. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with a customer service application having a customer satisfaction survey, the method comprising:
-
a. accessing events, and responses from a customer to the customer satisfaction survey, in one or more logs; b. selecting one or more prompts of the customer service application and the associated information for analysis; c. correlating the selected one or more prompts and the associated information with the matching responses to the customer satisfaction survey; d. weighting the responses from the customer satisfaction survey by a customer'"'"'s value, wherein the act of weighting comprises; i. measuring occurrences of the one or more prompts and the associated information selected for analysis; and ii. artificially increasing the observed occurrences by a factor commensurate with the customer'"'"'s value prior to the act of correlating the one or more prompts and the associated information to the responses from the customer satisfaction survey.
-
-
16. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with a customer service application having a customer satisfaction survey, the method comprising:
-
a. processing an event log from the customer service application to produce a processed event log, wherein the processed event log includes customer service information, wherein the act of processing comprises organizing the customer service information by contact; b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by contact, wherein the customer satisfaction score is associated with the customer'"'"'s satisfaction with the customer service application, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey; c. identifying a portion of the customer service information from the simplified compiled log for analysis; d. measuring occurrences for the portion of the customer service information; e. analyzing the portion of the customer service information to determine whether the portion of the customer service information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the customer service information and the customer satisfaction score for the contact; and f. creating a graph, wherein the graph includes a series of leaf nodes, wherein each leaf node represents an area of the customer service application associated with the customer satisfaction score, wherein the customer satisfaction score is based on an average of survey responses from a plurality of customers.
-
Specification