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US 2018/0025360 A1Published application
Customer Management System
AssigneeNextiva, Inc.
InventorTomas Gorny
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 comprising a memory and a processor, a request for a satisfaction score of one or more end users;
- scoring the satisfaction score by:
- determining a topic associated with the one or more end users;
- retrieving a penalty point associated with the topic;
- calculating the satisfaction score for the one or more end users using a scoring equation comprising the penalty point associated with the topic;
- comparing a response to the one or more end users with one or more response times ranges of values, wherein each range of values is associated with an expected response time;
- and
- updating the satisfaction score to include the penalty point associated with the topic if the response to the one or more end users exceeds the expected response time;
- and
- displaying the satisfaction score of the one or more end users.
7 more elements
A customer management system, comprising:
- one or more databases that store one or more penalty points associated with one or more topics;
- a computer comprising a memory and a processor that:
- receives a request for a satisfaction score of one or more end users and scores the satisfaction score by:
- determining a topic associated with the one or more end users;
- retrieving a penalty point associated with a topic;
- calculating a satisfaction score for the one or more end users using a scoring equation comprising the penalty point associated with the topic;
- comparing a response to the one or more end users with one or more response times ranges of values, wherein each range of values is associated with an expected response time;
- and
- updating the satisfaction score to include the penalty point associated with the topic if the response to the one or more end users exceeds the expected response time;
- and
- displays the satisfaction score 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 satisfaction score of one or more end users;
- score the satisfaction score by:
- determining a topic associated with the one or more end users;
- retrieving a penalty point associated with a topic;
- calculating a satisfaction score for the one or more end users using a scoring equation comprising the penalty point associated with the topic;
- comparing a response to the one or more end users with one or more response times ranges of values, wherein each range of values is associated with an expected response time;
- and
- updating the satisfaction score to include the penalty point associated with the topic if the response to the one or more end users exceeds the expected response time;
- and
- display the satisfaction score of the one or more end users.
7 more elements
Dependencies are inferred from the claim text.