System and method for customer experience management

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United States of America Patent

PATENT NO 10135982
APP PUB NO 20180013890A1
SERIAL NO

15714913

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Abstract

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A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Hedges, Gregory J Sydney, AU 3 8
Smith, Cameron David Melbourne, AU 3 33
Surridge, Matthew J Melbourne, AU 3 8
te, Booij Merijn Burlingame, US 20 185
Verrall, Andrew T C Melbourne, AU 2 4

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