System and method for managing customer experience information
AssigneeDell Products L.P.
InventorsElizabeth M. Szabo, William B. Bolin, Karen M. Hance
Life of this patent
Estimating the term…
Abstract
A system and method for managing experience information are disclosed. The system and method allow an organization to manage a plurality of issues and the organization's responsiveness to those issues. Moreover, the system and method allow an experience database to be populated with past issues and appropriate responses to those issues. When the organization receives an incoming issue from a source, the incoming issue may be compared against the experience. If a similar experience issue is found in the database, the corresponding appropriate response for the selected experience issue stored in the database may be forwarded to the source in near real time.
Claims16
A method for managing and tracking incoming issues through management of an experience database, the method comprising:
- storing a plurality of experience issues related to computer systems and corresponding appropriate responses for each of the experience issues in the experience database, the experience issues categorized into a plurality of experience issues comprising delivery issues, relationship building issues, and order experience issues;
- assigning a weighting factor to each experience issue to prioritize each experience issue based upon the importance of each experience issue to a particular customer;
- monitoring, via a proactive engine, website activity of a user at a source, the at least one source communicatively coupled to the experience database;
- prompting the user of the monitored source to submit at least one experience issue based upon the monitored activity when, based upon the monitored website activity of the user, the proactive engine has inferred that the user might need assistance;
- receiving the at least one incoming experience issue from the at least one source;
- categorizing each incoming issue using a categorizing engine to parse each incoming issue to identify key words for automatically categorizing the received experience issue, the categorizing engine executing on a computing platform;
- identifying a comparable experience issue with a routing engine executing on a computing platform, the experience issue having an appropriate response from the experience database;
- returning the appropriate response to the source of the incoming issue;
- and
- reporting the activities of the experience database for the user according to the categorized experience issues and weighting factors using a graphing engine executing on a computing platform and communicatively coupled to the experience database.
A system for managing experience information, comprising:
- an experience database comprising a plurality of experience issues related to computer systems and corresponding appropriate responses for each experience issue in the experience database, the experience issues categorized into a plurality of experience issues comprising delivery issues, relationship building issues;
- and order experience issues, each experience issue assigned a weighting factor to prioritize each experience issue based upon the importance of each issue to a particular customer;
- a proactive engine operable to monitor website activity of a user at a source and to prompt the user of the source to submit experience issues when, based upon the monitored website activity of the user, the proactive engine has inferred that the user might need assistance;
- a categorizing engine executing on a computing platform operable to receive a plurality of incoming issues from the source, the categorizing engine further operable to parse each incoming issue to identify key words for automatically identifying a specific issue presented by each incoming issue;
- a routing engine executing on a computing platform and communicatively coupled to the experience database and categorizing engine;
- the routing engine operable to automatically identify from the plurality of experience issues stored in the experience database a comparable experience issue that approximates at least one of the incoming issue and has an appropriate response;
- the routing engine further operable to automatically return the appropriate response to the source in approximately real time;
- and
- a graphing engine executing on a computing platform and communicatively coupled to the experience database for reporting the activities of the experience database for the user according to the categorized experience issues and the associated weighting factors.
Dependencies are inferred from the claim text.