# US 12,112,285 B1 · Systems and methods for measuring employee experience

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- Number: US 12,112,285 B1
- Document ID: US12112285B1
- Status: Granted
- Kind: B1
- Application number: 17/305,425
- Filed: 2021-07-07
- Granted: 2024-10-08
- Earliest claimed: 2021-07-07
- Assignees: Wells Fargo Bank, N.A.
- Applicants: Wells Fargo Bank, N.A.
- Inventors: Ayat Abuagla; Naveen Gururaja Yeri; Matt Hord; Jason R Beene; Christopher M Mahler
- Web page: https://patentgrep.com/patent/US12112285B1

## CPC

- G06Q 10/063: Operations research, analysis or management
- G06Q 10/105: Human resources
- G06Q 10/109: Time management, e.g. calendars, reminders, meetings or time accounting
- G06Q 10/40: Business processes related to social networking or social networking services
- G06Q 30/0203: Market surveys; Market polls
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

Systems, apparatuses, methods, and computer program products are disclosed for measuring employee engagement. An example method includes receiving, by communications circuitry, an exogenous event report and identifying, by a frequency modulator and based on the exogenous event report, a frequency at which to deliver an employee survey to an employee. The example method further includes causing, by an engagement engine, delivery of the employee survey to the employee based on the identified frequency and receiving, by communications circuitry, a response to the employee survey. The example method further includes storing the received response in a memory as a measure of employee engagement.

## Claims

### Claim 1

A method for measuring employee engagement, the method comprising:
receiving, by communications circuitry, an exogenous event report;
identifying, by a frequency modulator and based on the exogenous event report, a frequency at which to present an employee survey to an employee, wherein identifying the frequency at which to present the employee survey to the employee comprises:
adjusting, by the frequency modulator, a baseline frequency for the employee based on a significance of information in the exogenous event report that is relevant to the employee, and
setting, by the frequency modulator, the frequency at which to present the employee survey to the employee to the adjusted baseline frequency;
determining, by an engagement engine and based on an employee login history for a plurality of devices, a device that is most likely to be engaged by the employee at a particular time at which the employee survey is to be presented to the employee according to the adjusted baseline frequency;
causing, by the engagement engine and based on the adjusted baseline frequency, presentation of the employee survey in real-time upon a start-up of the determined device;
receiving, by the communications circuitry, a response to the employee survey; and
storing the received response in a memory as a measure of employee engagement.

### Claim 2 (depends on 1)

The method of claim 1, wherein the exogenous event report includes:
a social media report;
a weather report; or
a news report.

### Claim 3 (depends on 1)

The method of claim 1, wherein identifying the frequency at which to present the employee survey to the employee includes:
retrieving, by the frequency modulator, the baseline frequency for the employee;
determining, by the frequency modulator, whether information in the exogenous event report is relevant to the employee;
in an instance in which any information in the exogenous event report is relevant to the employee:
determining, by the frequency modulator, a significance of the information relevant to the employee, and
in an instance in which no information in the exogenous event report is relevant to the employee, setting, by the frequency modulator, the frequency at which to present the employee survey to the employee at the baseline frequency.

### Claim 4 (depends on 3)

The method of claim 3, wherein the information relevant to the employee includes:
information about the employee;
information about a known interest of the employee;
information about an employer of the employee; or
information about a geographic locality relevant to the employee.

### Claim 5 (depends on 3)

The method of claim 3, wherein determining the significance of the information relevant to the employee includes:
assigning, by the frequency modulator, a significance score to each piece of information in the exogenous event report that is relevant to the employee; and
combining, by the frequency modulator, all assigned significance scores to create an overall significance score of the exogenous event report to the employee.

### Claim 6 (depends on 5)

The method of claim 5, further includes:
comparing, by the frequency modulator, the overall significance score to a lookup table to determine a significance tier of the information relevant to the employee; and
selecting, by the frequency modulator, an adjustment value corresponding to the determined significance tier,
wherein the baseline frequency for the employee is adjusted by the adjustment value.

### Claim 7 (depends on 1)

The method of claim 1, wherein causing presentation of the employee survey to the employee based on the adjusted baseline frequency includes:
identifying, by the engagement engine, an elapsed time since the employee last received an employee survey;
in an instance in which the elapsed time equals or exceeds the frequency at which to present the employee survey, causing, by the engagement engine, the device to present the employee survey in real-time upon the start-up of the device; and
in an instance in which the elapsed time is less than the frequency at which to present the employee survey:
calculating, by the engagement engine, a remaining amount of time by subtracting the elapsed time from the frequency at which to present the employee survey, and
scheduling, by the engagement engine, the presentation of the employee survey to occur upon passage of the remaining amount of time, wherein the presentation of the employee survey occurs in real-time upon the start-up of the device.

### Claim 8 (depends on 1)

The method of claim 1, wherein the employee survey includes:
at least one question soliciting a response from the employee regarding an emotional state of the employee.

### Claim 9 (depends on 1)

The method of claim 1, wherein the received response to the employee survey includes:
an indicator of an emotional state of the employee.

### Claim 10 (depends on 1)

The method of claim 1, further comprising:
identifying, by the engagement engine, whether the received response to the employee survey includes a triggering condition; and
in an instance in which the received response to the employee survey includes a triggering condition, causing, by the engagement engine, initiation of responsive action.

### Claim 11 (depends on 10)

The method of claim 10, wherein the triggering condition comprises one or more of:
an indicator of an emotional state of the employee that has a value outside an acceptable range; or
an indicator of an emotional state of the employee that is more than a predefined percentage different from a prior indicator of the emotional state of the employee.

### Claim 12

An apparatus for measuring employee engagement, the apparatus comprising:
communications circuitry configured to receive an exogenous event report;
a frequency modulator configured to identify, based on the exogenous event report, a frequency at which to present an employee survey to an employee, wherein the frequency modulator is further configured to:
adjust a baseline frequency for the employee based on a significance of information in the exogenous event report that is relevant to the employee, and
set the frequency at which to present the employee survey to the employee to the adjusted baseline frequency;
an engagement engine configured to determine based on an employee login history for a plurality of devices, a device that is most likely to be engaged by the employee at a particular time at which the employee survey is to be presented to the employee according to the adjusted baseline frequency,
wherein the engagement engine is further configured to cause, based on the adjusted baseline frequency, presentation of the employee survey in real-time upon a start-up of the determined device,
wherein the communications circuitry is further configured to receive a response to the employee survey; and
a memory configured to store the received response as a measure of employee engagement.

### Claim 13 (depends on 12)

The apparatus of claim 12, wherein the frequency modulator is configured to identify the frequency at which to present the employee survey to the employee by:
retrieving the baseline frequency for the employee;
determining whether information in the exogenous event report is relevant to the employee;
in an instance in which information in the exogenous event report is relevant to the employee:
setting the frequency at which to present the employee survey to the employee to the adjusted baseline frequency; and
in an instance in which information in the exogenous event report is not relevant to the employee, setting the frequency at which to present the employee survey to the employee at the baseline frequency.

### Claim 14 (depends on 13)

The apparatus of claim 13, wherein the frequency modulator is configured to determine the significance of the information relevant to the employee by:
assigning a significance score to each piece of information in the exogenous event report that is relevant to the employee; and
adding the significance scores for all information relevant to the employee to create an overall significance score of the exogenous event report to the employee.

### Claim 15 (depends on 14)

The apparatus of claim 14, wherein the frequency modulator is configured to adjust the baseline frequency for the employee based on the significance of the information relevant to the employee by:
comparing the overall significance score to a lookup table to determine a significance tier of the information relevant to the employee; and
selecting an adjustment value corresponding to the determined significance tier,
wherein the baseline frequency for the employee is adjusted by the adjustment value.

### Claim 16 (depends on 12)

The apparatus of claim 12, wherein the engagement engine is configured to cause presentation of the employee survey to the employee based on the adjusted baseline frequency by:
identifying an elapsed time since the employee last received an employee survey;
in an instance in which the elapsed time equals or exceeds the frequency at which to present the employee survey, causing the device to present the employee survey in real-time upon the start-up of the device; and
in an instance in which the elapsed time is less than the frequency at which to present the employee survey:
calculating a remaining amount of time by subtracting the elapsed time from the frequency at which to present the employee survey, and
scheduling presentation of the employee survey to occur upon passage of the remaining amount of time, wherein the presentation of the employee survey occurs in real-time upon the start-up of the device.

### Claim 17 (depends on 12)

The apparatus of claim 12,
wherein the employee survey includes at least one question soliciting a response from the employee regarding an emotional state of the employee, and
wherein the received response to the employee survey includes an indicator of the emotional state of the employee.

### Claim 18 (depends on 12)

The apparatus of claim 12, wherein the engagement engine is further configured to:
identify whether the received response to the employee survey includes a triggering condition; and
in an instance in which the received response to the employee survey includes a triggering condition, cause initiation of responsive action.

### Claim 19 (depends on 18)

The apparatus of claim 18, wherein the triggering condition comprises one or more of:
an indicator of an emotional state of the employee that has a value outside an acceptable range; or
an indicator of the emotional state of the employee that is more than a predefined percentage different from a prior indicator of the emotional state of the employee.

### Claim 20

A computer program product for measuring employee engagement, the computer program product comprising at least one non-transitory computer-readable storage medium storing software instructions that, when executed, cause an apparatus to:
receive an exogenous event report;
identify, based on the exogenous event report, a frequency at which to present an employee survey to an employee, wherein identifying the frequency at which to present the employee survey to the employee comprises:
adjust a baseline frequency for the employee based on a significance of information in the exogenous event report that is relevant to the employee, and
set the frequency at which to present the employee survey to the employee to the adjusted baseline frequency;
determine, based on an employee login history for a plurality of devices, a device that is most likely to be engaged by the employee at a particular time at which the employee survey is to be presented to the employee according to the adjusted baseline frequency;
cause, based on the adjusted baseline frequency, presentation of the employee survey in real-time upon a start-up of the determined device;
receive a response to the employee survey; and
store the received response in a memory as a measure of employee engagement.