System and method for enhanced customer experience workflow

• US 9,582,779 B1
• Filed: 09/18/2016
• Issued: 02/28/2017
• Est. Priority Date: 03/20/2016
• Status: Active Grant

• Current Assignee: Virtual Hold Technology Solutions, LLC
• Original Assignee: Virtual Hold Technology LLC (Medallia, Inc.)
• Inventors: Bevan, Wayne
• Primary Examiner(s): Daftuar, Saket K
• Application Number:
  US15/268,606
• Time in Patent Office: 163 Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 10/0633 Workflow analysis

Abstract

A system for enhanced customer experience workflows, comprising a workflow integration server configured to receive at least a plurality of customer interaction information, and configured to produce at least a plurality of interaction workflow events based at least in part on at least a portion of the customer interaction information, and configured to transmit at least a portion of the interaction workflow events via a network; wherein at least a portion of the customer interaction information is received from a customer interaction system, and at least a portion of the interaction workflow events are produced automatically, and at least a portion of the customer interaction information is received while an interaction is in progress, and at least a portion of the workflow events are produced and transmitted while the interaction is in progress.

Claims

1. A system for enhanced customer experience workflows, comprising:

a packet-switched network-connected customer experience workflow integration server comprising at least a plurality of programming instructions stored in a memory and operating on a processor, the programming instructions configured to enhance customer experience comprising;

a plurality of workflows;

a plurality of interaction workflow events;

a plurality of connections from a plurality of external systems;

a plurality of customer profiles;

a data integration engine;

and, a business logic integration engine;

wherein the data integration engine is configured to receive at least a portion of the plurality of workflow events from at least one external system of the plurality of external systems;

wherein the data integration engine is further configured to analyze the plurality of workflow events to identify a plurality of specific keywords;

wherein upon identifying a first keyword, an execution trigger, corresponding to the first keyword, is configured to execute one or more actions;

wherein upon identifying a second keyword, a time-based trigger, corresponding to the second keyword, is configured to execute an event in a second workflow after a certain timeframe has passed;

wherein upon the second workflow being within a certain time window of execution, the time-based trigger halts execution of the second workflow;

and wherein the business logic integration engine is configured to;

perform an analysis on at least the portion of the interaction workflow events from the data integration engine;

modify one or more workflows based on the analysis;

store the modified one or more workflows in one or more customer profiles of the plurality of customer profiles.

2. The system of claim 1, wherein a first action of the one or more actions is to commence a first workflow of the plurality of workflows.

3. The system of claim 1, wherein upon identifying a combination of two or more keywords of the plurality of keywords, a multiply-dependent trigger, corresponding to the combination of two or more keywords, is configured to execute one or more actions.

4. The system of claim 1, further comprising a reporting service wherein the reporting service compiles a workflow results report based at least in part on modified workflows.

5. A method for enhanced customer experience workflows, comprising:

deploying a packet-switched network-connected customer experience workflow integration server comprising at least a plurality of programming instructions stored in a memory and operating on a processor, the programming instructions configured to enhance customer experience comprising the steps of;

receiving a plurality of connections from a plurality of external systems;

receiving, at a data integration engine, at least a portion of a plurality of interaction workflow events from one or more external systems of the plurality of external systems;

analyzing the plurality of workflow events;

identifying a plurality of specific keywords within the workflow events, wherein upon identifying a first keyword, configuring an execution trigger, corresponding to the first keyword, to execute one or more actions;

wherein upon identifying a second keyword, configuring a time-based trigger, corresponding to the second keyword, to execute an event in a second workflow after a certain timeframe has passed;

wherein upon the second workflow being within a certain time window of execution, halting, by the time-based trigger, execution of the second workflow;

receiving, at a business logic integration engine, a plurality of workflows from a customer relationship management system;

receiving, at a business logic integration engine, a plurality of customer profiles from the customer relationship management system;

performing, at the business logic integration engine, an analysis on at least the portion of the interaction workflow events from the data integration engine;

modifying, at the business logic integration engine, one or more workflows based on the analysis;

and, storing, by the business logic integration engine, the modified one or more workflows in one or more customer profiles of the plurality of customer profiles of the customer relationship management system.

6. The method of claim 5, wherein a first action of the one or more actions is to commence a first workflow of the plurality of workflows.

7. The method of claim 5, further comprising the step of:

upon identifying a combination of two or more keywords of the plurality of keywords, configuring a multiply-dependent trigger, corresponding to the combination of two or more keywords, to execute one or more actions.

8. The method of claim 5, further comprising the step of compiling, by a reporting service, a report of workflow results based, at least in part, on the modified one or more workflows.