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US 2016/0078142 A1Published application
Customer Management System
OwnerTomas Gornyinventor
Life of this patent
Estimating the term…
Abstract
A system and method are disclosed for scoring an interaction over one or more channels by an end user and an entity by monitoring the communications over the channels and assigning penalties and scores based on topics associated with the communications.
Claims20
A method of customer management, comprising:
- receiving, by a computer, a request for a current status of one or more end users;
- scoring, by the computer, the current status by:
- determining, by the computer, one or more topics associated with the one or more end users;
- retrieving, by the computer, one or more penalties associated with the one or more topics;
- calculating, by the computer, a satisfaction score for the one or more end users using a scoring equation comprising the one or more penalties associated with the one or more topics;
- comparing, by the computer, the satisfaction score with one or more ranges of values, wherein each range of values is associated with a status;
- and
- generating, by the computer, the current status by choosing the status associated with the range of values that includes the satisfaction score;
- and
- displaying, by the computer, the current status of the one or more end users.
7 more elements
A customer management system, comprising:
- one or more databases that store one or more penalties associated with one or more topics;
- a computer comprising a memory and a processor that:
- receives a request for a current status of one or more end users and scores the current status by:
- determining one or more topics associated with the one or more end users;
- retrieving the one or more penalties associated with the one or more topics;
- calculating a satisfaction score for the one or more end users using a scoring equation comprising the one or more penalties associated with the one or more topics;
- comparing the satisfaction score with one or more ranges of values, wherein each range of values is associated with a status;
- and
- generating the current status by choosing the status associated with the range of values that includes the satisfaction score;
- and
- displays the current status of the one or more end users.
8 more elements
A non-transitory computer-readable medium embodied with software, the software when executed using one or more computer systems is programmed to:
- receive a request for a current status of one or more end users;
- score the current status by:
- determining one or more topics associated with the one or more end users;
- retrieving one or more penalties associated with the one or more topics;
- calculating a satisfaction score for the one or more end users using a scoring equation comprising the one or more penalties associated with the one or more topics;
- comparing the satisfaction score with one or more ranges of values, wherein each range of values is associated with a status;
- and
- generating the current status by choosing the status associated with the range of values that includes the satisfaction score;
- and
- display the current status of the one or more end users.
7 more elements
Dependencies are inferred from the claim text.