Analytics system
AssigneeSESTEK Ses ve Ìletisim Bilg. Tekn. San. Ve Tic. A.S.
InventorsMustafa Levent ARSLAN, Tülin Ebcioglu
Life of this patent
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Abstract
An analytics system to analyze and report customer experience, comprising a customer interface device, an analysis server which analyzes data from a customer and a machine, and the database which is connected to the customer interface device and to the analysis server wherein the database receives data from the customer interface device, and/or the analysis server. The analytics system analyzes and reports customer experience.
Claims16
An analytics system to analyze and report customer experience, comprising:
- a customer interface device,
- an analysis server which analyzes data from a customer and a machine, and
- a database which is connected to the customer interface device and to the analysis server wherein the database receives data from the customer interface device, and/or the analysis server.
A process to analyze and report customer experience, comprising:
- a) a step of sending speech data in a conversation between a customer and a customer interface device to a call recording server,
- b) a step of recording the speech data in the call recording server and storing the speech data in a storage unit, and sending details of a call from the storage unit and the call recording server to a database, and
- c) a step of sending data from the storage unit and the database to an analysis server, performing speech to text conversion and extracting parameters of the conversation and a speech style of the customer in the analysis server.
The process according to claim 14, further comprising step d) wherein the analysis server receives a tag of prompt from the database, and the analysis server tags the prompt with a related tag.
A process to analyze and report customer experience, comprising:
- a) recording a written content between a customer and a customer interface device and additional information in a database,
- b) sending data from the database to an analysis server, and extracting parameters about a conversation and a speech style of a customer,
- c) the analysis server receives a tag of prompt from the database, and the analysis server tags the prompt with a related tag, and
- d) the authorized user accesses a web server, and receives conversation information, and analysis results.
Dependencies are inferred from the claim text.