421results about How to "Improve customer satisfaction" patented technology

System and methods for intelligent routing of requests from customers to agents where a request is received at a service center from a customer. Identification information related to the customer is accessed. Background information on the customer is retrieved from a storage facility. Task and attitude information about the customer is gathered. A model of the customer is created. Models for at least two agents are created. A performance optimizing calculation is performed that matches the customer model and the models for the at least two agents. A best match agent from the at least two agents is determined based on the matching. The customer request is routed to the best match agent.

A voice-enabled help desk service is disclosed. The service comprises an automatic speech recognition module for recognizing speech from a user, a spoken language understanding module for understanding the output from the automatic speech recognition module, a dialog management module for generating a response to speech from the user, a natural voices text-to-speech synthesis module for synthesizing speech to generate the response to the user, and a frequently asked questions module. The frequently asked questions module handles frequently asked questions from the user by changing voices and providing predetermined prompts to answer the frequently asked question.

A computerized method and system for evaluating customers of a financial institution using customer relationship value tags and associated customer treatment actions includes automatically analyzing information about a customer from a database of the financial institution by a customer assessment engine using a predefined statistical model to assess the value of the customer to the financial institution. At least one customer treatment action associated with the assessed value is identified by the assessment engine, and the assessment engine marks a file associated with the customer with a mark representing the assessed value and the associated customer treatment action. The marked file is then accessed by other financial systems of the financial institution, or by customer representatives of the financial institution, and the associated customer treatment action is implemented by such systems or representatives in dealing with the customer.

A system, method, and computer program to reduce incorrectly declined transactions and improve risk calculation accuracy by reducing error probability during fraud detection. The tool first receives at least one data element as well as transaction account data and / or financial transaction instrument data. Then a customer is determined from a first record associated with the transaction account data and / or financial transaction instrument data. A record search is performed to identify at least one additional record associated with the customer. Finally, the data element is compared to the information contained in the additional record to create a comparison result that verifies a customer address. The comparison result may be used as an input to transaction risk calculations. The comparison result may also be provided to a merchant system and / or merchant for use in a decision-making process, for example, to verify customer identity.

The present invention is related to a method for issuing a credit card to a customer in combination with providing credit management information services for the customer. The exact terms of the credit account offered depend on the creditworthiness of the customer. The customer also receives credit management information services including information as to what actions the customer could take to improve the customer's credit rating and improve the terms of the credit account. After a credit account is issued to the customer, the customer receives additional and on-going credit management information services, including credit management information based on the customer's use of the credit account.

A voice-enabled help desk service is disclosed. The service comprises an automatic speech recognition module for recognizing speech from a user, a spoken language understanding module for understanding the output from the automatic speech recognition module, a dialog management module for generating a response to speech from the user, a natural voices text-to-speech synthesis module for synthesizing speech to generate the response to the user, and a frequently asked questions module. The frequently asked questions module handles frequently asked questions from the user by changing voices and providing predetermined prompts to answer the frequently asked question.

The present invention is related to a method for issuing a credit card to a customer in combination with providing credit management information services for the customer. Customers are solicited by various means and a credit account is offered to the customer. The exact terms of the credit account offered depend on the creditworthiness of the customer. The customer also receives credit management information services including information as to what actions the customer could take to improve the customer's credit rating and improve the terms of the credit account. After a credit account is issued to the customer, the customer receives additional and on-going credit management information services, including credit management information based on the customer's use of the credit account.

Enabling remote customer service and maintenance using a visual identifier is disclosed. In response to a user enrolling in a service capability associated with a mobile device, the process utilizes a visual identifier to associate the service capability with the customer account, the service and the mobile device. The system allocates a visual identifier for each service capability and enables customer service agents to identify the service capability and mobile device, verify the user and retrieve information for the service interaction.

Utility failures are automatically detected and potential causes for these failures are automatically located and identified without having to physically search a utility provider's network. Detection systems capable of monitoring utility status are located at each, or a subset, of the customer premises serviced by a utility provider. A monitoring system, capable of correlating the geographical location of the detection systems with the geographical location of the equipment that comprises the utility provider's network, is located at a utility provider and interconnects with the detection systems through a communications network. The monitoring system queries the detection systems to determine utility status and to subsequently locate an outage and deduce a possible cause for the outage. Detection systems can also be configured to automatically contact the monitoring system to report utility status. The monitoring system is also capable of sending customer based information messages to the detection systems.

A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

The system of the present invention provides systems and methods for selling goods and services on, over, through, and in conjunction with the Internet. The system receives session (clickstream) information on a customer's website session from the enterprise's website and may also receive customer information on the customer from the enterprise's CRM or eCRM system. The session information referred to comprises the goods or services the customer is searching and metadata about such search and the relevant products, such as the surfing pattern itself. The system determines from the received information, based on the interaction between matching rules created using the system by the enterprise and the system's matching engine, whether the customer is a candidate for assistance from a sales associate. The system creates and indexes information on available sales associates and their performance, selling capabilities and product expertise. The system further matches the customer with at least one sales associate, ideally the most appropriate sales associate, based on the customer, session, and sales profile associate information, and facilitates communication between the sales associate and the customer. Additionally, the system provides information on the customer, products or services the customer is interested in, and the collateral sales materials (both internal and external to the enterprise) and selling techniques to the sales associate based on the particular sales opportunity. The system facilitates communication between the sales associate and the customer on the basis of chat, voice over IP, email and the public switched telephone network, including the concept of bridging a chat session into a PSTN conference call during which call the sales associate and customer maintain a co-browsing session with regard to the opportunity over the Internet.

A geographic database of the subject invention interfaces with the Point-of-Sale system in a Quick Service Restaurant to optimize the sequence and pairing of delivery orders based on customer location, driver availability and prioritized real-time information.The system optionally communicates with GPS-enabled cellular or Wi-Fi communication devices to provide turn-by-turn navigation information to the driver and enable supplementary location information and other communication exchanges between the driver and the dispatch location during the delivery process.The system may be configured to aggregate a number of local delivery areas into a virtualized delivery system allowing further optimization of driver resources and to enhance capacity utilization across participating order-dispatch locations.

Apparatus and methods facilitate customizable and extensible performance monitoring of a computer network. One method accepts a composite score definition in terms of N system variables, wherein N≧2; determines N raw data values, each raw data value corresponding to one of the N system variables; computes the composite score in accordance with the definition using the N raw data values as inputs; and outputs the composite score. The composite score definition is preferably in the form of a markup language, such as XML. The composite score definition preferably comprises, for each of the N system variables, a mapping and a weight. Preferably the composite score is displayed in at least one graphic form, such as a dial gauge, a bar indicator or a number, on a hypertext page. The hypertext page preferably contains one or more links to hypertext pages containing information regarding the scores and / or raw data values from which the composite score is derived. Another method accepts a mapping by which a raw data value associated with a corresponding system variable is mapped to a score, determines a raw data value corresponding to the system variable, converts the raw data value to a score in accordance with the mapping; and produces an output based on the score. One apparatus comprises a composite score definition, a data collector, a calculation logic and an output. The data collector collects a raw data value corresponding to one of the N system variables. The calculation logic is connected to the data collector and calculates the composite score in accordance with the definition using the N raw data values as inputs. The composite score is conveyed by way of the output. Preferably, the data collector comprises a database in which at least some of the raw data values are stored and a communication module by which at least some of the raw data values are transported, preferably according to the SNMP and / or the ICMP protocols. Another apparatus comprises a mapping, a data collector, a converter and an output. A raw data value associated with a corresponding system variable is mapped to a score, according to the mapping.

A system and method for dynamically updating software on one or more installation media for installation on at least one destination machine. The invention obtains update content from one or more update media and merges the update content with the software on the installation media prior to installing the software on the destination machine. The software to be installed includes application programs and operating system software.

An ontology-driven information system includes a plurality of models, each of which expresses an aspect of a business domain using concepts and relationships between concepts. An ontology, which is in communication with each of the plurality of models, provides uniform definitions for the concepts and relationships between concepts used in the plurality of models. A method for executing an interaction flow model includes receiving an event and categorizing the received event. Once the event is categorized, a situation that matches the categorized received event is identified. One or more tasks are then executed for the situation. The execution of the one or more tasks can include either an interpretation of a model or the execution of a method of an object. The information system also includes a user and application interface and a reasoning engine that is in communication with the user and application interface. A knowledge manager is in communication with the user and application interface and is interfaced with the reasoning engine. A distributed information service also is in communication with the reasoning engine, the knowledge manager, and the user and application interface.

A system and methods to mutually satisfy a consumer with a discount and a vendor with a minimum number of sales by establishing a tipping point associated with an offer for a good or service. If the tipping point is met, the sale of the good or service is executed and the consumer is charged and receives an indication of the discounted sale, such as a certificate. If the tipping point is not met, the discount offer is abandoned and the consumer is not charged. Once the tipping point is established, the vendor receives a payment, even before the consumer uses the certificate. The system and methods also include a reward or loyalty program, an exchange or secondary market for the purchased deals, and a matching algorithm that matches customers to relevant goods or services.

A system and method are described for providing proximity-based Internet server access in mobile network environments such as cellular environments to reduce latency and enhance customer satisfaction. In an embodiment of the invention, a Mobile Positioning Center (MPC) caches location information regarding the mobile device. When the mobile device later attempts to resolve the domain name of a distributed service, the domain name service (DNS) server, via a policy manager, queries the MPC for the location of the user. The policy manager of the DNS server may then choose a server based on a number of criteria, including, for example, the geographical proximity of the user to the server.

A system for evaluating and responding to customer satisfaction index (CSI) data generated by businesses such as automotive dealers and call centers. The system includes a reporting module providing on-line reporting of the CSI data, a diagnostic module for generating comparisons and for identifying issues relating to the CSI data, a research module for conducting on-line research relating to the generated comparisons and identified issues, a procedures module for viewing business procedures relating to the generated comparisons and identified issues, a training module for providing and tracking via on-line and / or off-line training affecting the generated comparisons, the identified issues and / or the procedures, a sales and recognition building module tracking motivation programs, and a customer retention module.

The present invention is a method and system for characterizing physical space based on automatic demographics measurement, using a plurality of means for capturing images and a plurality of computer vision technologies. The present invention is called demographic-based retail space characterization (DBR). Although the disclosed method is described in the context of retail space, the present invention can be applied to any physical space that has a restricted boundary. In the present invention, the physical space characterization can comprise various types of characterization depending on the objective of the physical space, and it is one of the objectives of the present invention to provide the automatic demographic composition measurement to facilitate the physical space characterization. The demographic classification and composition measurement of people in the physical space is performed automatically based on a novel usage of a plurality of means for capturing images and a plurality of computer vision technologies on the captured visual information of the people in the physical space. The plurality of computer vision technologies can comprise face detection, person tracking, body parts detection, and demographic classification of the people, on the captured visual information of the people in the physical space.

A method and system is disclosed that provides: (a) a theoretical framework for designing psychological research for uncovering individual decision-making networks, both in terms of sampling requirements and questioning methods, (b) an implementation interface to schedule and administer the appropriate question sequences between an interviewer and a given individual, in real-time, via a web-based system, and (c) a coding and analysis system to summarize and quantify the potential of alternative decision structures to be used to optimize the development of marketing and communication strategies.

A method for receiving feedback at a call center includes receiving a call from a caller for connection with one of a plurality of agents and distributing the call to a first agent of the plurality of agents. The method includes initiating a first communication session with the caller and the first agent to handle the call. The method also includes initiating a second communication session with the caller. The second communication session comprises a feedback session parallel to the first communication session. The method also includes receiving from the caller feedback relating to the first communication session between the caller and the first agent.

Provided are a method, system, and program for servicing customer requests for at least one product. At least one queue is maintained in a service computer indicating at least one customer requesting product support for the at least one product. Requests for customer service are received from customer computers used by customers over a network. Transmitted to the customer computers of customers indicated in the queue is chat session content between a technical support agent and one customer indicated in the queue.

An ontology-driven information system includes a plurality of models, each of which expresses an aspect of a business domain using concepts and relationships between concepts. An ontology, which is in communication with each of the plurality of models, provides uniform definitions for the concepts and relationships between concepts used in the plurality of models. A method for executing an interaction flow model includes receiving an event and categorizing the received event. Once the event is categorized, a situation that matches the categorized received event is identified. One or more tasks are then executed for the situation. The execution of the one or more tasks can include either an interpretation of a model or the execution of a method of an object. The information system also includes a user and application interface and a reasoning engine that is in communication with the user and application interface. A knowledge manager is in communication with the user and application interface and is interfaced with the reasoning engine. A distributed information service also is in communication with the reasoning engine, the knowledge manager, and the user and application interface.

An intelligent electronic subrogation network (“ESN”) automates intra-organization workflow, inter-organization workflow and collaboration for insurance subrogation. This ESN is facilitated by a novel system architecture and process that includes an inter-organizational workflow management system, an inter-organizational transaction processing system, and a unique mechanism for optimizing and enriching web-based user interaction within any such system.

The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and / or analyzing real-time customer-agent interactions.

A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP subscriber can also interact with an ACD system in the Public Switched Telephone Network (PSTN) work space. In the latter case, a PSTN-to-IP gateway carries the bearer path and call level signaling between the two spaces, and corresponding Computer Telephony Integration (CTI) signaling links are used for linking the ACD specific signaling between the two spaces.

A method, apparatus and system are used to provide funds to a player. A PED is provided with an app sending a communication to a funding establishment that supports a financial card. The communication contains data identifying a) a specific financial card and a specific account established at a gaming facility where the gaming apparatus is located and b) amounts of funds to be applied against the financial card and transferred to the specific financial account. The specific financial account electronically transfers funds for available use by the player upon command by the player to the specific financial account. The player profile database is mainly player inputted preferences and gaming trends data stored into each player's profile. These can be accessed / verified with recognition of the player's phone, biometric scan, access card, password, or other terminal kiosk, touch screen, or mobile application.