System and method for analysis and correlation of scoring and customer satisfaction

Patent metadata

Field	Value
Publication number	US-2016352900-A1
Application number	US-201514726471-A
Country	US
Kind code	A1
Filing date	May 30, 2015
Priority date	May 30, 2015
Publication date	Dec 1, 2016
Grant date	—

Abstract

A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.

First claim

1 . A system, comprising:
a contact center to provide an interaction between a customer and agent; and an analytics server connected with the contact center, the analytics server to parse a text of the interaction, the analytics server to determine an intent and a topic of the interaction based on the parsed text, and the analytics server to determine an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction correlated with an explicit survey score.

2 . The system of claim 1 , where the analytics server further determines the implicit survey score based on attributes about an identity of the customer.

3 . The system of claim 1 , where the analytics server further determines the implicit survey score based on a call history of the customer.

4 . The system of claim 1 , where the analytics server further determines the implicit survey score based on a journey through the contact center.

5 . The system of claim 1 , where the analytics server displays the implicit survey score to an agent during the interaction.

6 . The system of claim 1 , where the analytics server applies a weight to at least one of the intent and the topic.

7 . The system of claim 1 , where the interaction comprises at least one of a recorded call, a chat and a text message.

8 . The system of claim 1 , where the survey score comprises at least one of customer satisfaction, net promoter score and customer effort score.

9 . The system of claim 1 , where the analytics server further determines a sentiment of the interaction and further determines the implicit survey score based on the sentiment.

10 . A method, comprising:
storing in a memory a text of an interaction; parsing with a processor the text of the interaction; determining an intent and a topic of the interaction based on the parsed text; comparing the intent and the topic of the interaction with an intent and a topic of an interaction correlated with an explicit survey score; and determining an implicit survey score for the interaction based on the comparing.

11 . The method of claim 10 , further comprising providing agent training based on the implicit survey score.

12 . The method of claim 10 , further comprising determining the implicit survey score based on attributes about an identity of the customer.

13 . The method of claim 10 , further comprising determining the implicit survey score based on a call history of the customer.

14 . The method of claim 10 , further comprising determining the implicit survey score based on a journey through the contact center.

15 . The method of claim 10 , further comprising displaying the implicit survey score to an agent during the interaction.

16 . The method of claim 10 , further comprising applying a weight to at least one of the intent and the topic.

17 . The method of claim 10 , where the interaction comprises at least one of a recorded call, a chat and a text message.

18 . The method of claim 10 , where the survey score comprises at least one of customer satisfaction, net promoter score and customer effort score.

19 . The method of claim 10 , further comprising determining a sentiment of the interaction and further determines the implicit survey score based on the sentiment.

20 . The method of claim 10 , further comprising displaying the implicit survey score to the customer.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Bell Cliff
• Stoops Daniel
• O'Donoghue Steve
• Ristock Herbert

Classifications

• G06Q10/06393

  Score-carding, benchmarking or key performance indicator [KPI] analysis · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• G06Q10/06398

  Performance of employee with respect to a job function · CPC title

• H04M2203/401

  Performance feedback · CPC title

• H04M2203/551

  Call history · CPC title