Customer feedback acquisition and processing system
AssigneeAmeritech Corporation
InventorsRobert Wesley Bossemeyer, Jr., Dennis Connolly
Life of this patent
Estimating the term…
Abstract
A customer feedback acquisition and processing system is disclosed. Customer feedback, which may optionally include voice signals, is captured and stored in a database. The database can be searched to develop a subset of records pertaining to an area of interest. A data mining tool can then be used on the subset to identify trend(s) in the customer feedback records. The database tool assigns relevance scores to each word (“concept”) in one or more fields of the records in the subset. It then combines the concepts and develops new relevance scores for the combined concepts to identify trend(s) in the customer feedback records.
Claims36
A customer feedback acquisition and processing system comprising:
- a service representative terminal for receiving customer feedback messages;
- a data acquisition processor in communication with the service representative terminal for developing electronic records including text representative of the customer feedback messages;
- a database in communication with the data acquisition processor for storing the records developed by the data acquisition processor;
- a data analyst terminal for receiving query inputs;
- and
- a database processor in communication with the database and the data analyst terminal, the database processor being responsive to a query input received from the data analyst terminal to analyze the text in the records stored in the database to identify a trend in the customer feedback messages, the trends associated with a plurality of different customers, the database processor also producing a first search queue from the search result, the first search queue including a plurality of concepts.
A method of acquiring and analyzing customer feedback comprising the steps of:
- receiving customer feedback messages;
- developing electronic records including text representative of the customer feedback messages;
- storing the developed records in a database;
- receiving a query input;
- and
- responding to the query input by analyzing the text in the records to identify a trend in the customer feedback messages from a plurality of different customers;
- producing a search result identifying a sub-set of the records in the database;
- and
- producing a first search queue from the search result, the first search queue including a plurality of concepts.
Dependencies are inferred from the claim text.