US 11,699,113 B1Granted

Systems and methods for digital analysis, test, and improvement of customer experience

OwnerDavid Pearson, J. Shelton Hook, Jr. +13inventors

InventorsDavid Pearson, J. Shelton Hook, Jr., Eric G. Palacio, Richard Sadowski, Stephen Berdy, Joseph Flaska, James Somers, J. Brooke Aker, John Romania, Martin Hendrickse, Donald Young, III, Al Ryan Santiago, John Kruper, Matthew Christensen, Ryan R. Cannon

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Abstract

Disclosed are system and methods for digitally capturing, labeling, and analyzing data representing shared experiences between a service provider and a customer. The shared experience data is used to identify, test, and implement value-added improvements, enhancements, and augmentations to the shared experience and to monitor and ensure the quality of customer service. The improvements can be implemented as customer service process modifications, precision learning and targeted coaching for agents rendering customer service, process compliance monitoring, and as knowledge curation for a knowledge bot software application that facilitates automation of tasks and provides a natural language interface for accessing historical knowledge bases and solutions.

Claims19

Dependent claims

A computer implemented method for digitizing and analyzing shared experiences comprising the operations of:

(a) capturing by a provider computing device, Artifact Data that comprises
(i) event data generated by an event source software application running on at least one agent computing device, and
(ii) written transcript data that comprises one or a combination of (A) written communication data generated or received by the at least one agent computing device, or (B) transcribed audio data;
(b) storing the captured Artifact Data to a Digital Artifacts Database as one or more Shared Experience Database Records;
(c) performing a labeling analysis that associates label data with the one or more Shared Experience Database Records, wherein the label data comprises one or a combination of (i) a Customer Interaction Type identifier, (ii) a Customer Interaction Segment identifier, or (iii) a Process identifier;
and
(d) generating an Opportunity Explorer graphical user interface that displays the Artifact Data and the label data for one or more Shared Experience Database Records, wherein at least part of the Artifact Data and at least part of the label data is displayed as a function of time over the duration of one or more shared experiences;
(e) generating an Experiment Hypothesis that includes
(i) a Solution comprising instruction to be implemented by the at least one agent computing device, and
(ii) a Success Criteria that is satisfied or not satisfied based on the Artifact Data,
(f) transmitting the Solution to the at least one agent computing device;
(g) implementing the Solution by the at least one agent computing device by performing the instructions prior to capturing the Artifact Data by the provider computing device;
(h) processing by hypothesis testing software code, the captured Artifact Data to determine whether the Success Criteria is satisfied;
and
(i) performing a Cost/Benefit Analysis to determine a Return on Investment when the Success Criteria is satisfied.

12 more elements

A computer implemented method for digitizing and analyzing shared experience comprising the operation of:

(a) capturing, by a provider computing device, Artifact Data that comprises
(i) event data generated by an event source software application running on at least one agent computing device, and
(ii) written transcript data that comprises one or a combination of (A) written communication data generated or received by the at least one agent computing device, or (B) transcribed audio data;
(b) storing the captured Artifact Data to a Digital Artifacts Database as one or more Shared Experience Database Records;
(c) performing a labeling analysis that associates label data with the one or more Shared Experience Database Records, wherein the label data comprises one or a combination of (i) a Customer Interaction Type identified, (ii) a Customer Interaction Segment identifier, or (iii) a Process identifier, and
(d) generating an Opportunity Explorer graphical user interface that displays the Artifact Data and the label data for one or more Shared Experience Database Records, wherein at least part of the Artifact Data and at least part of the label data is displayed as a function of time over the duration of one or more shared experiences,
(e) generating an Experiment Hypothesis that includes
(i) a Solution comprising instruction to be implemented by the at least one agent computing device, wherein the Solution comprises a Robotic Process Automation software module that automates one or more tasks performed by the agent computing device, and
(ii) a Success Criteria that is satisfied or not satisfied based on the Artifact Data, wherein when the Success Criteria is satisfied, the Robotic Process Automation software module is integrated with the provider computing device and transmitted to agent computing devices during shared experiences;
(f) transmitting the Solution to the at least one agent computing device;
(g) implementing the Solution by the at least one agent computing device by performing the instructions prior to capturing the Artifact Data by the provider computing device;
and
(h) processing by hypothesis testing software code, the captured Artifact Data to determine whether the Success Criteria is satisfied.

10 more elements

A computer implemented method for digitizing and analyzing shared experiences comprising the operations of:

(a) capturing by a provider computing device, Artifact Data that comprises
(i) event data generated by an event source software application running on at least one agent computing device, and
(ii) written transcript data that comprises one or a combination of (A) written communication data generated or received by the at least one agent computing device, or (B) transcribed audio data;
(b) storing the captured Artifact Data to a Digital Artifacts Database as one or more Shared Experience Database Records,
(c) performing a labeling analysis that associates label data with the one or more Shared Experience Database Records, wherein the label data comprises one or a combination of (i) a Customer Interaction Type identifier, (ii) a Customer Interaction Segment identifier, or (iii) a Process identifier;
(d) generating an Opportunity Explorer graphical user interface that displays the Artifact Data and the label data for one or more Shared Experience Database Records, wherein at least part of the Artifact Data and at least part of the label data is displayed as a function of time over the duration of one or more shared experiences;
(e) generating by a Precision Learning Content Creation Tool, a plurality of Initial Training Modules and Targeted Training Modules, wherein the Initial Training Modules and Targeted Training Modules both comprise
(i) Artifact Data captured by the provider computing device, and
(ii) instructions to be performed by the agent computing device;
(f) transmitting an Initial Training Module to a given agent computing device;
(g) performing by the given agent computing device, the Initial Training Module instructions;
(h) evaluating and storing training results data generated during performance of the Initial Training Module by the given agent computing device,
(i) selecting by Precision Coaching software code, a given Targeted Training Module based on the training results data;
and
(j) transmitting the given Targeted Training Module to a given agent computing device.

12 more elements

A computer implemented method for digitizing and analyzing shared experiences comprising the operations of:

(d) capturing by a provider computing device, Artifact Data that comprises
(i) event data generated by the operations comprising
(A) receiving by a global transaction ingress API (GTI API), telemetry data packets, wherein the telemetry data packets are generated utilizing telemetry data from an event source software application running on at least one agent computing device,
(B) performing by the GTI API, a transaction analysis that correlates the telemetry data packets into transactions that represent a series of related activities performed by the at least one agent computing device,
(ii) written transcript data that comprises one or a combination of (A) written communication data generated or received by the at least one agent computing device, or (B) transcribed audio data;
(e) storing the captured Artifact Data to a Digital Artifacts Database as one or more Shared Experience Database Records;
(f) performing a labeling analysis that applies label data to one or more Shared Experience Database Records by storing the label data to the one or more Shared Experience Database Records, wherein the label data comprises one or a combination of (i) a Customer Interaction Type identifier, (ii) a Customer Interaction Segment identifier, or (iii) a Process identifier;
(g) performing a compliance monitoring process comprising the operations of
(i) providing Compliance Rules Engine software code configured to recognize the presence of at least one Trigger Condition in the Artifact Data,
(ii) processing by the Compliance Rules Engine software code, the one or more Shared Experience Database Records to determine the presence of the at least one Trigger Condition in the Artifact Data, and
(iii) generating an Alert when at least one Trigger Condition is present.

8 more elements

Dependencies are inferred from the claim text.

Facts

Application: 16/908,280Filed 22 Jun 2020 · continuation in part
Priority: 9 Jan 2017
Granted: 11 Jul 2023
Term ends: Not estimatedThe source records don’t support an estimate.

Classification25 codes

G06Q 10/063112
Scheduling, planning or task assignment for a person or group: skill-based matching of a person or a group to a task
G06F 16/353
Clustering; Classification: into predefined classes
G06F 16/355
Clustering; Classification: creation or modification of classes or clusters
G06F 16/358
Clustering; Classification: browsing; Visualisation therefor