System and method for autogenerated synthetic operational customer satisfaction scoring and analysis

System and method for autogenerated synthetic operational customer satisfaction scoring and analysis

A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent i...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: Chen, Linda, Kulkarni, Alok
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, which assigns a synthetic operational customer satisfaction score for each synthetic call, and which uses machine learning to optimize infrastructure configurations to improve customer satisfaction and sentiment.