Customer experience rating system and method
OwnerNitin Purohit, Ashish Tanna +2inventors
InventorsNitin Purohit, Ashish Tanna, Anurag Shah, Nilesh Naval Karnik
Life of this patent
Estimating the term…
Abstract
The present disclosure generally relates to methods and systems for determining a customer experience score. The methods and systems are configured to receive customer interaction data indicative of customer interaction events with a service provider, receive weight configuration data indicative of a weight associated with the events in the customer interaction data, and calculate the customer experience score for each customer contained in the customer interaction data based on the events identified in the customer interaction data and the weight configuration data.
Claims20
A customer experience rating system comprising:
- a processor;
- and
- a database storing weight configuration data;
- wherein the processor is configured to receive customer interaction data;
- and
- wherein the processor is configured to provide a customer experience score for each customer contained in the customer interaction data based on events identified in the customer interaction data and the weight configuration data.
A method of determining a customer experience score comprising:
- receiving customer interaction data indicative of customer interaction events with a service provider;
- receiving weight configuration data indicative of a weight associated with the events in the customer interaction data;
- calculating the customer experience score (CES) for each customer contained in the customer interaction data based on the events identified in the customer interaction data and the weight configuration data.
A method of operating a customer user experience rating system, the customer experience rating system comprising:
- a processor;
- and
- a database storing weight configuration data;
- wherein the processor is configured to receive customer interaction data;
- and
- the method comprising:
- providing, by the processor, a customer experience score as an initial customer experience score for each customer contained in the customer interaction data;
- receiving, by the processor, an event weight configuration for each event of the events corresponding to a type of the respective event identified in the customer interaction data;
- updating, by the processor, the customer experience score for each customer contained in the customer interaction data based on the determined weight configuration for each respective event;
- and
- providing, by the processor, the updated customer experience score for each customer contained in the customer interaction data.
Dependencies are inferred from the claim text.