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US 10,484,540 B2Granted
Systems and methods for customer sentiment prediction and depiction
AssigneeCapital One Services, LLC
InventorsXu Benjamin Fang, Lewis Wong
Life of this patent
Estimating the term…
Abstract
A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for providing customer sentiment depiction. The system may receive customer information and session information and generate a customer sentiment estimate. The system may then receive an indication of a detected customer voice characteristic and generate an updated customer sentiment estimate that may be transmitted to a customer service terminal for display.
Claims19
A system for providing customer sentiment depiction, comprising:
- an environmental data sensor for obtaining audio or visual data;
- an input/output device;
- a display;
- one or more processors including at least a sentiment depiction processor;
- and
- a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
- responsive to a customer call being made to an interactive voice response system, receive customer information and session information;
- obtain, by the environmental data sensor, customer audio information;
- determine, by the sentiment depiction processor, a customer voice characteristic based on the customer audio information;
- generate, based on the customer information, the session information, and the customer voice characteristic, a customer sentiment estimate for display by a customer service terminal, wherein the customer sentiment estimate is indicative of a sentiment of a customer engaging with the interactive voice response system;
- automatically modify, based on the customer sentiment estimate, (i) a position of the customer call in a queue to speak to a customer service agent and, (ii) a script for the customer service agent to interact with the customer;
- and
- transmit, via the input/output device, the customer sentiment estimate to a call center server for display.
10 more elements
A system for providing customer sentiment depiction, comprising:
- one or more processors;
- and
- a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
- responsive to a customer call being made to an interactive voice response system, receive customer information;
- generate, based on the customer information, a customer sentiment estimate for display by a customer service terminal, the customer sentiment estimate being indicative of a sentiment of a customer engaging with the interactive voice response system;
- receive an indication of a customer voice characteristic;
- generate, based on the customer sentiment estimate and the indication of the customer voice characteristic, an updated customer sentiment estimate;
- automatically modify, based on the updated customer sentiment estimate and while the customer call is being made, (i) a position of the customer call in a queue to speak to a customer service agent and, (ii) a script for the customer service agent to interact with the customer;
- and
- transmit, to the customer service terminal for display, the updated customer sentiment estimate.
7 more elements
A system for providing customer sentiment depiction, comprising:
- one or more processors;
- and
- a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
- receive customer information and session information;
- generate, based on the customer information and the session information, a first customer sentiment estimate for display by a customer service terminal, the first customer sentiment estimate being indicative of a sentiment of a customer engaging with a customer service system;
- receive an indication of a customer action or a customer voice characteristic;
- generate, based on the indication of the customer action or the customer voice characteristic, a second customer sentiment estimate for display by the customer service terminal, the second customer sentiment estimate representing an update to the first customer sentiment estimate;
- automatically route, based on an accent of the customer determined from the customer voice characteristic, a customer call to a particular customer service agent or to a particular group of customer service agents;
- automatically modify, based on the second customer sentiment estimate and while the customer call is being made, a script for interacting with the customer;
- and
- output for display, to the customer service terminal of the particular customer service agent or the particular group of customer service agents, an indication of the second customer sentiment estimate.
8 more elements
Dependencies are inferred from the claim text.