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 for a first configuration of an enterprise's customer service infrastructure components, monitors the synthetic calls for a plurality of events that may represe...

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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 for a first configuration of an enterprise's customer service infrastructure components, monitors the synthetic calls for a plurality of events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, assigns synthetic operational scores for each event, generates an overall synthetic operational customer satisfaction score for each synthetic call, suggests a second configuration of the enterprise's customer service infrastructure components which is likely to improve the overall score, and which, in some embodiments, uses machine learning to optimize the configurations and suggest improved configurations.