System and method for customer interaction management

Patent metadata

Field	Value
Publication number	US-2018190291-A1
Application number	US-201815908941-A
Country	US
Kind code	A1
Filing date	Mar 1, 2018
Priority date	Aug 24, 2016
Publication date	Jul 5, 2018
Grant date	—

Abstract

The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.

First claim

1 .- 20 . (canceled)

21 . A customer interaction management system comprising:
a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel, the current customer interaction comprises an interactive voice response (IVR) process; retrieve data from one or more other interactions via one or more other channels relating to account activity on the customer account and transaction activity with one or more merchants; compare the customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer voice interactions; calculate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and the data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.

22 . The system of claim 21 , wherein the one or more other interactions comprise online channels including web, chat, email and SMS.

23 . The system of claim 21 , wherein the one or more other interactions comprise one or more touch points.

24 . The system of claim 21 , wherein the customer score is based on the customer voice data being a predetermined threshold above the customer baseline.

25 . The system of claim 21 , wherein data from the one or more other interactions is analyzed by a real-time text analytics processor to update the customer score.

26 . The system of claim 21 , wherein data from the one or more other interactions comprises online search terms and results.

27 . The system of claim 21 , wherein the one or more actions comprises involving a supervisor to participate in the customer interaction.

28 . The system of claim 21 , wherein the one or more actions comprises shortening a IVR session.

29 . The system of claim 21 , wherein the one or more actions comprises performing predictive analytics based on the customer interaction data.

30 . The system of claim 21 , wherein the customer is routed to an appropriate agent based on the customer score.

31 . A customer interaction management method, the method comprising the steps of:
retrieving, using a voice response input, customer voice data from a current customer interaction via a voice channel, the current customer interaction comprises an interactive voice response (IVR) process; retrieving data from one or more other interactions via one or more other channels relating to account activity on the customer account and transaction activity with one or more merchants; comparing, using a computer processor, the customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer voice interactions; calculating, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and the data from one or more other interactions; during the current customer interaction, updating the customer score based on customer progress data; and providing one or more actions, in response to the customer score.

32 . The method of claim 31 , wherein the one or more other interactions comprise online channels including web, chat, email and SMS.

33 . The method of claim 31 , wherein the one or more other interactions comprise one or more touch points.

34 . The method of claim 31 , wherein the customer score is based on the customer voice data being a predetermined threshold above the customer baseline.

35 . The method of claim 31 , wherein data from the one or more other interactions is analyzed by a real-time text analytics processor to update the customer score.

36 . The method of claim 31 , wherein data from the one or more other interactions comprises online search terms and results.

37 . The method of claim 31 , wherein the one or more actions comprises involving a supervisor to participate in the customer interaction.

38 . The method of claim 31 , wherein the one or more actions comprises shortening a IVR session.

39 . The method of claim 31 , wherein the one or more actions comprises performing predictive analytics based on the customer interaction data.

40 . The method of claim 31 , wherein the customer is routed to an appropriate agent based on the customer score.

Assignees

• Jpmorgan Chase Bank Na

Inventors

• Lore Nicholas M
• Lieberman Alex
• Desai Prashant
• Poi Parind S

Classifications

• G06Q30/016

  After-sales · CPC title

• G10L15/22 Primary

  Procedures used during a speech recognition process, e.g. man-machine dialogue · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title