System and method for automated customer feedback

Details System and method for automated customer feedback System and method for automated customer feedback

2011-01-25

2011-01-25

Brooks, Matthew L (Department: 3629)

Data processing: financial, business practice, management, or co

Automated electrical financial or business practice or...

C705S014190, C705S304000, C705S346000, C705S347000, C379S092030, C379S197000, C349S092000, C349S093000, C349S197000, C349S198000

Reexamination Certificate

active

07877265

ABSTRACT:
A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.

REFERENCES:
patent: 5537618 (1996-07-01), Boulton et al.
patent: 5566291 (1996-10-01), Boulton et al.
patent: 5940471 (1999-08-01), Homayoun
patent: 6151584 (2000-11-01), Papierniak et al.
patent: 6337904 (2002-01-01), Gisby
patent: 6377944 (2002-04-01), Busey et al.
patent: 6380928 (2002-04-01), Todd
patent: 6389400 (2002-05-01), Bushey et al.
patent: 6510427 (2003-01-01), Bossemeyer, Jr. et al.
patent: 6650736 (2003-11-01), Unger et al.
patent: 2002/0124247 (2002-09-01), Houghton
patent: 2003/0041056 (2003-02-01), Bossemeyer, Jr. et al.
“Data Mining”; Report by Sudeshna Basu, Georgia State University Fall 1997 (attached herein).
Newton's Dictionary 2001 (attached herein).
Microsoft's Computer dictionary (attached herein).
“The Survey Says!; A Look At How Chevron FCU Is Using Online Surveying Tools to get Member Feedback for Making Decisions”; Kevin Jepson, Credit Union Journal. New York; Jan 21, 2002. vol. 6, Iss. 3; p. 8 (attached).
Snap shot of www.inquisite.com retrieved from “wayback machine”/ archive.org.
“Making the swith to electronic surveys”; James Roche et al; Association Management Washington:Sep. 2000. vol. 52, Iss 9; p. 34 (attached).
“StorageTek Taps Inquisite for Online Surveys; Easy-to-use, Enterprise rugged Survey System Increase Customer Communication, Reduces Costs”; Business/Technology Editors. Business Wire. New York: Aug. 21, 2000.
International Search Report and Written Opinion; PCT/US04/14660; pp. 12, Mailing Date Mar. 22, 2006.
S. Basu; “Data Mining”; Georgia State University, Especially p. 8, pp. 14, 1997.
Microsoft Press Computer Dictionary; Third Edition; p. 313, 2003.
Newtons Telecom Dictionary, 17th Edition; pp. 515 and 53, 2001.

Affiliated with

Also associated with

Rating

System and method for automated customer feedback does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with System and method for automated customer feedback, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and System and method for automated customer feedback will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-2715024