Providing better customer service by analyzing customer communications

A system for providing better customer service by analyzing customer communications, the system comprising:

• an analysis engine, comprising at least one processor, the analysis engine configured to:
• receive customer related data containing verbal communications of a customer in a venue from at least one sensing device mounted to at least one structure of the venue at a known location in the venue;
• analyze the received customer related data;
• detect a tone of the verbal communications of the customer from the customer related data, wherein the analysis engine is trained to perform the detecting by:
• receiving a database of tones as training input;
• and
• determining a difference between tones of the verbal communications using the training input;
• determine a customer experience based on the detected tone of the verbal communications of the customer;
• and
• identify at least one suggestion to provide better customer service based at least in part on the determined customer experience, the at least one suggestion comprising an identification of a representative of the venue that the analysis engine has determined can assist the customer;
• determine a location of the customer based on the known location of the at least one sensing device from which the customer related data has been received;
• and
• transmit the at least one suggestion and the determined location to a computing device associated with the representative of the venue;
• at least one sensing device mounted to at least one structure of the venue at a known location in the venue and configured to generate customer related data from verbal communications of a customer in the venue, the at least one sensing device configured to transmit the customer related data to the analysis engine;
• and
• a computing device associated with the representative of the venue, the computing device configured to receive the at least one suggestion and the determined location of the customer from the analysis engine and in response to receiving the at least one suggestion, display on a display of the computing device, the at least one suggestion and the determined location of the customer to the representative of the venue, the at least one suggestion comprising an indication that the representative should assist the customer.

A non-transitory computer program product comprising instructions that, when executed by at least one hardware processor, configure the at least one hardware processor to implement a method for providing better customer service by analyzing customer communications, the method comprising:

• generating customer related data from verbal communications of a customer in a venue, by at least one sensing device mounted to at least one structure of the venue at a known location in the venue;
• transmitting, by the at least one sensing device, the generated customer related data to an analysis engine;
• analyzing, by the analysis engine, the generated customer related data;
• detecting, by the analysis engine, a tone of the verbal communications of the customer from the customer related data, wherein the analysis engine is trained to perform the detecting by:
• receiving a database of tones as a training input;
• and
• determining a difference between tones of the verbal communications using the training input;
• determining, by the analysis engine, a customer experience based on the detected tone of the verbal communications of the customer;
• determine, by the analysis engine, a location of the customer based on the known location of the at least one sensing device that generated the customer related data from verbal communications of the customer;
• and
• identify, by the analysis engine, at least one suggestion to provide better customer service based at least in part on the determined customer experience, the at least one suggestion comprising an identification of a representative of the venue that the analysis engine has determined can assist the customer;
• receiving, by a computing device associated with the representative of the venue, the at least one suggestion from the analysis engine, the at least one suggestion comprising an indication that the representative should assist the customer;
• in response to receiving the at least one suggestion and the determined location of the customer, displaying on a display of the computing device:
• the at least one suggestion comprising the indication that the representative should assist the customer and the determined location of the customer.