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

Patent metadata

Field	Value
Publication number	US-9723145-B2
Application number	US-201514726471-A
Country	US
Kind code	B2
Filing date	May 30, 2015
Priority date	May 30, 2015
Publication date	Aug 1, 2017
Grant date	Aug 1, 2017

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

The invention claimed is:

1. A system comprising:
an analytics server associated with a customer contact center, the analytics server being configured to:
identify an interaction between a customer and an agent;
parse a text of the interaction;
determine an intent and a topic of the interaction based on the parsed text;
compare the intent and the topic of the interaction with an intent and a topic of a second interaction, wherein the intent and the topic of the second interaction are stored in a data storage device in correlation with an explicit survey score;
determine an implicit survey score for the interaction based on the comparing and the explicit survey score; and
generate an output based on the determined implicit 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 explicit survey score comprises at least one of customer satisfaction, net promoter score, or 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, by a processor, a text of an interaction in a memory;
parsing, by the processor, the text of the interaction between a customer and an agent;
determining, by the processor, an intent and a topic of the interaction based on the parsed text;
comparing, by the processor, the intent and the topic of the interaction with an intent and a topic of a second interaction wherein the intent and the topic of the second interaction are stored in a data storage device in correlation with an explicit survey score;
determining, by the processor, an implicit survey score for the interaction based on the comparing and the explicit survey score;
generating, by the processor, an output based on the determined implicit survey score.

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 a 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 explicit survey score comprises at least one of customer satisfaction, net promoter score, or 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.

21. The system of claim 1 , wherein the second interaction is with a second customer, and wherein the explicit survey score is provided by the second customer based on the second interaction.

22. The method of claim 10 , wherein the second interaction is with a second customer, and wherein the explicit survey score is provided by the second customer based on the second interaction.

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