System and method for improving tuning using user provided satisfaction scores
First Claim
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1. An interactive voice response system comprising:
- a. a processor;
b. 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;
i. integrating a survey log with an event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score for the customer service application based on one or more responses to the customer satisfaction survey, wherein the event log comprises customer service information for the customer service application;
ii. analyzing a portion of the customer service information from the simplified compiled log to determine whether the portion of the customer service information is associated with a low customer satisfaction score;
iii. 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; and
iv. 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.
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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.
28 Citations
16 Claims
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1. An interactive voice response system comprising:
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a. a processor; b. 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; i. integrating a survey log with an event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score for the customer service application based on one or more responses to the customer satisfaction survey, wherein the event log comprises customer service information for the customer service application; ii. analyzing a portion of the customer service information from the simplified compiled log to determine whether the portion of the customer service information is associated with a low customer satisfaction score; iii. 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; and iv. 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. 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:
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a. accessing events, and responses from a customer to the customer satisfaction survey, in one or more logs; b. correlating one or more prompts of the customer service application and the associated information with the matching responses to the customer satisfaction survey; c. weighting the responses from the customer satisfaction survey by a customer'"'"'s value d. measuring occurrences of the one or more prompts of the customer service application and the associated information; and e. artificially increasing the 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; wherein the method improves customer satisfaction by tuning an interactive voice system.
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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:
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a. integrating a survey log with the event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score for the customer service application based on one or more responses to the customer satisfaction survey, wherein the event log comprises customer service information for the customer service application; b. identifying a portion of the customer service information from the simplified compiled log for analysis; c. analyzing a portion of the customer service information from the simplified compiled log to determine whether the portion of the customer service information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates occurrences for the portion of the customer service information and the customer satisfaction score; and d. 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 method improves customer satisfaction by tuning an interactive voice system. - View Dependent Claims (16)
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Specification