System and method for determining moderate customer dissatisfaction
AssigneeInteractive Intelligence Group, Inc.
InventorAaron I. Bickell
Life of this patent
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Abstract
A system and method are presented for determining moderate customer dissatisfaction in an external contact and organization repository system. Information may be pulled from multiple systems and combined to provide a corpus that may be examined for indicators of moderate customer dissatisfaction, such as a medium call volume, a plurality of medium priority tickets, upcoming contract renewal, a plurality of mediocre customer experiences, and usage data. A threshold may be used to determine if the customer is a flight risk. If a moderately dissatisfied customer is identified, actions may be proactively taken to lower the risk of the customer closing their account.
Claims29
A method for determining moderate customer dissatisfaction using aggregated dimensions in an external contact and organization repository system, the method comprising the steps of:
- a. gathering information automatically from a plurality of systems related to a customer account;
- b. examining, by the external contact and organization repository system, the gathered information for the customer account, wherein the gathered information comprises a plurality of dimensions for the account;
- and
- c. determining an aggregate score from each of the plurality of dimensions and comparing the aggregate score to a threshold, wherein if the threshold is reached, performing an action.
A method for determining moderate customer dissatisfaction using aggregated dimensions in an external contact and organization repository system, the method comprising the steps of:
- a. gathering information automatically from a plurality of systems related to a designated customer account;
- b. examining, by the external contact and organization repository system, the gathered information for the designated customer account, wherein the gathered information comprises a plurality of dimensions for the account;
- and
- c. presenting to an account manager a summary screen in a GUI of the designated customer account.
Dependencies are inferred from the claim text.