Customer satisfaction system and method based on behavioral assessment data

• US 9,692,894 B2
• Filed: 08/05/2016
• Issued: 06/27/2017
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly
• Primary Examiner(s): Elahee, Md S
• Application Number:
  US15/230,032
• Publication Number:
  US 20160344868A1
• Time in Patent Office: 326 Days
• Field of Search: 379 671, 379 8811, 379 8816, 37926501-2661, 704243, 7042701, 704275
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 21/0272 Voice signal separating
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0057 Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
• CPC Class Codes: H04M 7/0084 Network monitoring; Error detection; Error recovery; Network testing

Abstract

A method of generating a customer satisfaction score based on behavioral assessment data across one or more recorded communications, which includes analyzing one or more communications between a customer and an agent by applying a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer, selecting at least one filter criterion which comprises a customer, an agent, a team, or a call type, calculating a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on one or more communications, and displaying a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval. Systems and non-transitory computer readable media configured to generate a customer satisfaction score based on behavioral assessment data are also included.

Claims

1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to generate a customer satisfaction score based on behavioral assessment data, the plurality of instructions comprising:

instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer by analyzing behavioral characteristics of the customer based on the one or more communications;

instructions that, when executed, select at least one filter criterion which comprises a customer, an agent, a team, or a call type;

instructions that, when executed, calculate a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on the one or more communications; and

instructions that, when executed, display a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval.

2. The non-transitory computer readable medium of claim 1, which further comprises instructions that, when executed, weight the customer satisfaction score to adjust the importance of one or more identifying criterion.

3. The non-transitory computer readable medium of claim 2, wherein the identifying criterion includes at least one of:

communication duration, average communication duration by call type, customer talk time, number of holds over a pre-determined time period, hold time, silence time longer, number of silences, or a combination thereof.

4. The non-transitory computer readable medium of claim 2, wherein the weighting of the customer satisfaction score further comprises instructions that, when executed, identify criteria from a starting point of 100 by subtracting 20% for a longer than average communication duration, by 10% for a hold time longer than a pre-selected amount, by 10% for a silence time longer than a pre-selected amount, by 20% based on caller distress, by 20% based on program dissatisfaction, or a combination thereof.

5. The non-transitory computer readable medium of claim 1, which further comprises instructions that, when executed, calculate the customer satisfaction score for a plurality of clients and that rank the plurality of clients for the at least one selected event filter criterion.

6. The non-transitory computer readable medium of claim 1, which further comprises instructions that, when executed, select a department or division of a customer as the at least one selected filter criterion.

7. The non-transitory computer readable medium of claim 1, wherein the selected time interval comprises a pre-defined time interval.

8. The non-transitory computer readable medium of claim 7, wherein the pre-defined time interval includes a day, a week, a month, a quarter or a year.

9. The non-transitory computer readable medium of claim 1, wherein the customer satisfaction score is a composite value based on a ranking of relative client satisfaction scores for each call type across selected filter criteria.

10. The non-transitory computer readable medium of claim 1, wherein the report displayed comprises a program report, a detail level report, a non-analyzed call report, a call type report, a customer satisfaction report, a report based on customer satisfaction, a report based on agent performance, or a combination thereof.

11. The non-transitory computer readable medium of claim 1, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types.

12. The non-transitory computer readable medium of claim 1, wherein the communication comprises at least one of a phone call, e-mail, web interaction, VoIP, or video.

13. A method of generating a customer satisfaction score based on behavioral assessment data across one or more recorded communications, which comprises:

analyzing one or more communications between a customer and an agent, wherein the analyzing comprises applying a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer by analyzing behavioral characteristics of the customer based on the one or more communications;

selecting at least one filter criterion which comprises a customer, an agent, a team, or a call type;

calculating a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on the one or more communications; and

displaying a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval.

14. The method of claim 13, which further comprises weighting the customer satisfaction score to adjust the importance of one or more identifying criterion.

15. The method of claim 13, wherein the identifying criterion is selected to include at least one of:

communication duration, average communication duration by call type, customer talk time, number of holds over a pre-determined time period, hold time, silence time longer, number of silences, or a combination thereof.

17. The method of claim 13, which further comprises calculating the customer satisfaction score for a plurality of clients and ranking the plurality of clients for the at least one selected event filter criterion.

18. The method of claim 13, which further comprises selecting a department or division of a customer as the at least one selected filter criterion.

19. The method of claim 13, wherein the selected time interval is selected to comprise a pre-defined time interval.

20. The method of claim 19, wherein the pre-defined time interval includes a day, a week, a month, a quarter or a year.

21. The method of claim 13, wherein the customer satisfaction score is selected to comprise a composite value based on a ranking of relative client satisfaction scores for each call type across selected filter criteria.

22. The method of claim 13, wherein the report displayed comprises a program report, a detail level report, a non-analyzed call report, a call type report, a customer satisfaction report, a report based on customer satisfaction, a report based on agent performance, or a combination thereof.

23. The method of claim 13, wherein the linguistic-based psychological behavioral model is selected to comprise a six-tier configuration of six basic personality types.

24. The method of claim 13, wherein the communication is selected to comprise at least one of a phone call, e-mail, web interaction, VoIP or video.

16. The method of 14, wherein the weighting of the customer satisfaction score further comprises identifying criteria from a starting point of 100 by subtracting 20% for a longer than average communication duration, by 10% for a hold time longer than a pre-selected amount, by 10% for a silence time longer than a pre-selected amount, by 20% based on caller distress, by 20% based on program dissatisfaction, or a combination thereof.

25. A system configured to generate a customer satisfaction score based on behavioral assessment data across one or more recorded communications, which comprises:

a non-transitory computer readable medium operably coupled to one or more processors, the non-transitory computer readable medium comprising a plurality of instructions stored therein that are accessible to, and executable by, the one or more processors, wherein the plurality of instructions comprises;

instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer by analyzing behavioral characteristics of the customer based on the one or more communications;

instructions that, when executed, select at least one filter criterion which comprises a customer, an agent, a team, or a call type;

instructions that, when executed, calculate a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on the one or more communications; and

instructions that, when executed, display a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval.

26. The system of claim 25, which further comprises instructions that, when executed, weight the customer satisfaction score to adjust the importance of one or more identifying criterion.

27. The system of claim 25, wherein the identifying criterion includes at least one of:

communication duration, average communication duration by call type, customer talk time, number of holds over a pre-determined time period, hold time, silence time longer, number of silences, or a combination thereof.

28. The system of claim 26, wherein the weighting of the customer satisfaction score further comprises instructions that, when executed, identify criteria from a starting point of 100 by 20% for a longer than average communication duration, by 10% for a hold time longer than a pre-selected amount, by 10% for a silence time longer than a pre-selected amount, by 20% based on caller distress, by 20% based on program dissatisfaction, or a combination thereof.

29. The system of claim 25, wherein the customer satisfaction score is a composite value based on a ranking of relative client satisfaction scores for each call type across selected filter criteria.

30. The system of claim 25, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types.