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System and method for predicting customer satisfaction

  • US 9,176,950 B2
  • Filed: 12/12/2012
  • Issued: 11/03/2015
  • Est. Priority Date: 12/12/2012
  • Status: Active Grant
First Claim
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1. A system, comprising:

  • a telephone operable to facilitate an interaction between a customer and an associate of an entity;

    one or more memory units; and

    a processor communicatively coupled to the telephone and the one or more memory units and operable to;

    record the interaction between the customer and the associate of the entity and store the interaction in the one or more memory units;

    using the recorded interaction, automatically generate interaction data and store the interaction data in the one or more memory units, wherein the interaction data comprises;

    speaker separation data indicating whether the customer or the associate of the entity is speaking in the interaction; and

    talk-over data indicating one or more instances when the customer and the associate of the entity are speaking over each other;

    retrieve the stored interaction data and determine, from the retrieved interaction data, one or more keywords in the interaction between the customer and the associate;

    determine, from the retrieved interaction data, an order of the one or more keywords;

    determine, from the retrieved interaction data, a grouping of the one or more keywords;

    determine, based on the keywords, order, grouping, speaker separation data, and talk-over data, a perception of the entity by the customer, the determination of the perception of the entity occurring in real-time after the interaction between the customer and the associate.

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