发明申请
US20160352900A1 SYSTEM AND METHOD FOR ANALYSIS AND CORRELATION OF SCORING AND CUSTOMER SATISFACTION
有权
用于分析和客户满意度分析和关联的系统和方法
- 专利标题： SYSTEM AND METHOD FOR ANALYSIS AND CORRELATION OF SCORING AND CUSTOMER SATISFACTION
- 专利标题（中）： 用于分析和客户满意度分析和关联的系统和方法
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申请号： US14726471申请日： 2015-05-30
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公开(公告)号： US20160352900A1公开(公告)日： 2016-12-01
- 发明人: Cliff Bell , Daniel Stoops , Steve O'Donoghue , Herbert Ristock
- 申请人： Genesys Telecommunications Laboratories, Inc.
- 主分类号： H04M3/51
- IPC分类号： H04M3/51 ; G06Q10/06
摘要：
A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.
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