Method and system for active customer relationship analysis

By training machine learning models and analyzing unstructured data in the customer service system, potential customer dissatisfaction anomalies can be identified, solving the problem of the lack of predictability in existing systems. This enables early identification and correction of customer problems, improving customer satisfaction and proactive relationship management.

CN115039116BActive Publication Date: 2026-05-26RIMINI STREET INC
View PDF 3 Cites 0 Cited by

Patent Information

Authority / Receiving Office
CN · China
Patent Type
Patents(China)
Current Assignee / Owner
RIMINI STREET INC
Filing Date
2020-09-10
Publication Date
2026-05-26

AI Technical Summary

Technical Problem

Existing customer service systems lack predictability and are unable to identify or predict customer problems early, causing customer relationships to be damaged before problems escalate, affecting customer trust and confidence.

Method used

By collecting historical case data from the customer service system, training a machine learning anomaly detection model, identifying potential customer dissatisfaction anomalies, and using natural language processing methods to analyze unstructured dialogue data, customer satisfaction can be monitored in real time so that corrective measures can be taken before problems escalate.

Benefits of technology

This enables early identification and prediction of customer problems, reduces damage to customer relationships, and improves the service provider's response speed and customer satisfaction.

✦ Generated by Eureka AI based on patent content.

Smart Images

  • Figure CN115039116B_ABST
    Figure CN115039116B_ABST
Patent Text Reader

Abstract

A service provider system receives customer case data from a customer service system. Vector data is collected from the case data through integration and aggregation. Anomalies or opinion signals are detected from the integrated and aggregated vector data using machine learning. These signals are verified, integrated, and associated with case, contact, and customer object types. A user interface presents the verified and integrated signals to the user, who then takes proactive action based on these signals. The user interface includes dashboards, notifications, and indicators.
Need to check novelty before this filing date? Find Prior Art