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US 2024/0177170 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 topic management, comprising:
- receiving, by a graphical user interface of a computer comprising a processor and a memory, a selection of a topic category of a hierarchy of one or more topics;
- receiving, by the graphical user interface of the computer, a definition of a subtopic associated with the topic category, wherein the definition comprises one or more parameters;
- receiving, by the graphical user interface of the computer, an input for an expected resolve time of the subtopic;
- receiving, by the graphical user interface of the computer, an input for an expected resolve time of one or more channels corresponding to the subtopic;
- receiving, by the graphical user interface of the computer, values for one or more of:
- aggravation score values, evaporation period values, repeat issue penalty values and overage penalties corresponding to the topic category or the subtopic;
- receiving, by the graphical user interface of the computer, internal notes and campaign notes which are linked to one or more of the topic category and the subtopic;
- monitoring, by the computer, one or more channels of communication between one or more end users and one or more entities for one or more communications;
- analyzing, by the computer, in response to the monitoring the one or more communications between at least one end user of the one or more end users and at least one entity of the one or more entities, to identify one or more topic categories or one or more subtopics that characterize the one or more communications;
- scoring, by the computer, the one or more communications based on, at least in part, the values to generate an overall score characterizing the one or more communications;
- and
- generating, by the graphical user interface of the computer, a status of the one or more communications based on applying a predetermined range to the overall score.
9 more elements
A system for topic management, comprising:
- a computer comprising a graphical user interface, a memory and a processor that:
- receives a selection of a topic category of a hierarchy of one or more topics;
- receives a definition of a subtopic associated with the topic category, wherein the definition comprises one or more parameters;
- receives an input for an expected resolve time of the subtopic;
- receives an input for an expected resolve time of one or more channels corresponding to the subtopic;
- receives values for one or more of:
- aggravation score values, evaporation period values, repeat issue penalty values and overage penalties corresponding to the topic category or the subtopic;
- receives internal notes and campaign notes which are linked to one or more of the topic category and the subtopic;
- monitors one or more channels of communication between one or more end users and one or more entities for one or more communications;
- analyzes in response to the monitoring the one or more communications between at least one end user of the one or more end users and at least one entity of the one or more entities, to identify one or more topic categories or one or more subtopics that characterize the one or more communications;
- scores the one or more communications based on, at least in part, the values to generate an overall score characterizing the one or more communications;
- and
- generates a status of the one or more communications based on applying a predetermined range to the overall score.
10 more elements
A non-transitory computer-readable medium embodied with software for topic management, the software when executed using one or more computer systems is programmed to:
- receive a selection of a topic category of a hierarchy of one or more topics;
- receive a definition of a subtopic associated with the topic category, wherein the definition comprises one or more parameters;
- receive an input for an expected resolve time of the subtopic;
- receive an input for an expected resolve time of one or more channels corresponding to the subtopic;
- receive values for one or more of:
- aggravation score values, evaporation period values, repeat issue penalty values and overage penalties corresponding to the topic category or the subtopic;
- receive internal notes and campaign notes which are linked to one or more of the topic category and the subtopic;
- monitor one or more channels of communication between one or more end users and one or more entities for one or more communications;
- analyze in response to the monitoring the one or more communications between at least one end user of the one or more end users and at least one entity of the one or more entities, to identify one or more topic categories or one or more subtopics that characterize the one or more communications;
- score the one or more communications based on, at least in part, the values to generate an overall score characterizing the one or more communications;
- and
- generate a status of the one or more communications based on applying a predetermined range to the overall score.
9 more elements
Dependencies are inferred from the claim text.