Mining interactions to manage customer experience throughout a customer service lifecycle
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United States of America Patent
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Mar 12, 2013
Grant Date -
Jun 3, 2010
app pub date -
Oct 22, 2009
filing date -
Feb 22, 2006
priority date (Note) -
In Force
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Abstract
A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.
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