1004 results about "Satisfaction level" patented technology

A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.

The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.

A service that maintains a minimum criteria level for service providers to be listed and available for public access. It can list not only the service provider's credentials and insurance support (with monitored expiration dates), but may also provide a current up-to-date rating system by the users themselves, as to the satisfaction level of the quality and reliability of the work performed. It can also offer a double-check of the credentials by customer verification input. Furthermore, the example service can be easily accessible by the general public (for individual or business use) on the Internet, or by printed text directories sold direct or in bookstores.

A method and system are provided for ranking search results based on user preferences. The method includes monitoring user selections in response to user receipt of search results and tracking metadata related to user selections for user selections that exhibit a threshold satisfaction level. The method additionally includes storing the tracked metadata as user preferences and adjusting a ranking mechanism to increase the weight of user preferences in order to increase a ranking for search results that exhibit user preferences. The method additionally includes storing the user selections and the keyword search upon determining that the user selections exceed a threshold satisfaction level. The method may utilize the stored user selections and keyword search upon receiving a repeat search to alter presentation of new search results to the user.

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.

To enable determining the correlation between customer satisfaction and employee satisfaction, a speech acquisition unit 102 acquires conversations between employees and customers; an emotion recognition unit 155 recognizes employee and customer emotions based on employee and customer speech in the conversation; a satisfaction calculator 156, 157 calculates employee satisfaction and customer satisfaction based on the emotion recognition output from the emotion recognition unit 155; and a customer service data recording unit 159 relates and records employee satisfaction data denoting employee satisfaction and customer satisfaction data denoting customer satisfaction as customer service data in a management server database DB.

A computer-implemented system for creating a classification significance pattern for end users, and enabling end users to use their classification significance pattern to conduct custom searches for target information, such as information about products, services, and jobs, as well as enabling third parties, such as vendors and potential employers, to target their advertisements to groups of users meeting a certain classification. A classification significance pattern is created by having a user take a psychological test, for example, that includes a personality test, a design taste test, a recreation / travel test, a life satisfaction test, an interactive game module, or a career / job test, and having the system automatically score such test and classifying the user based on a defined abstract classification.

Methods and apparatus for modeling, using a data science approach, the propensity of employee turn-over and the level of engagement of employees. Both unstructured and structured data from internal and external sources are included in the analysis to determine the level of satisfaction and contribution by employees. What-if analysis permits assessment of the impact on satisfaction, contribution and / or budget for various what-if scenarios, permitting management to take the most effective action to drive retention and / or employee contribution goals.

The invention discloses a deep question-and-answer service providing method and device based on artificial intelligence. The method comprises the following steps: obtaining question information input by a user; according to the question information, obtaining the user demand information of the user; according to the user demand information, distributing the question information to at least one corresponding question-and-answer service module; and receiving a question-and-answer result returned from the at least one question-and-answer service module, and deciding the question-and-answer result to determine a final question-and-answer result. The deep question-and-answer service providing method and device, based on artificial intelligence, of the embodiment obtains the user demand information of the user through the question information input by the user, distributes the question information to the at least one deep question-and-answer module according to the user demand information, receives the question-and-answer result returned from the at least one question-and-answer service module, finally decides the question-and-answer result to determine the final question-and-answer result, and can aim at a deep problem of the user to provide an accurate question-and-answer result for the user to improve the use satisfaction degree of the user.

Methods and apparatus to process online interactions from numerous sources, coming from different time frames and systems. One embodiment includes a facilitator, an interaction processor, and an action generator. The facilitator facilitates interactions in one or more devices, where interactions typically occur. The processor can consolidate and analyze interactions from multiple sources, in different formats, and collected at different time frames, to extract intelligence from them. The processor processes such interactions, and generates an interaction descriptor for each interaction. A descriptor can include a generalization of the corresponding interaction, and at least a part of the interaction. Descriptors for different types of interactions can be represented by the same format to allow the processor to analyze them together. The action generator can improve on future interactions; refer an interaction to be responded by a human representative if necessary; and allow users to extract information from the analysis, and generate reports regarding the interactions. Future interactions can then be significantly enhanced, with customers having higher satisfaction level, and companies more accurately charting their future.

The invention discloses a charge and discharge optimizing method considering customer satisfaction and distribution network safety for an electric automobile, and particular relates to a multi-objective bilevel charge and discharge optimizing method considering the customer satisfaction and network distribution safety constraint for the electric automobile. The multi-objective bilevel charge and discharge optimizing method is suitable for scheduling and controlling of network entry of large-scale electric automobiles. Based on the consideration of distribution network purchase and selling electricity price and electricity purchase cost, distribution network load fluctuation, customer charge demand, satisfaction participation of charge scheduling and the like, the invention provides a charge bilevel scheduling model for the electric automobile in the distribution network by using minimum electricity purchase cost and minimum load fluctuation of the distribution network as well as maximum satisfaction that the customer participates in charge scheduling as objects, and an NSGA-II algorithm and a Yalmip / Cplex tool are adopted for solving; electricity purchase cost and net load fluctuation of the distribution network is minimized by a distribution network layer, so operation economy of the distribution network is improved; a charging station layer is matched with the distribution network layer for scheduling; the satisfaction that the customer participates in charge and discharge scheduling is improved by adopting a two-stage optimizing method.

The invention discloses a system and a method for analyzing customer behavior characteristics based on a speech recognition technique. The method comprises the steps that a recording file acquisition engine extracts customer service recoding files from a recording system in a call center at regular time or in real time; a speech recognition module converts the recoding files extracted by the recording file acquisition engine into text files; and a customer behavior analysis module calls a search engine function, analyzes and mines the customer behavior characteristics of an information base in combination with pre-customized rules stored in a semantics rule customization module, and generates information related to customer and / or customer service behavior characteristics. The system and the method for analyzing the customer behavior characteristics are based on the speech recognition technique. Idle audio recording files in the call center are converted into commercial messages with high added value. By providing effective root cause analysis to the performance of the call center, solutions to problems are rapidly provided, actions are taken to reduce call volume and therefore the customer satisfaction is improved.

A technique for determining the effectiveness of an offer includes analyzing views, clicks, acceptances and satisfactions of the offer. Transaction data is retrieved to determine whether criteria of the offer has been satisfied. As a result, a total cost per transaction may be determined for an advertisement campaign that incorporates the offer. Further, detailed queries may be issued to identify areas in which the offer needs improvement.

A mobile application for execution upon an electronic device, system, or method for an amusement park or waterpark for tracking guests and collecting feedback. The application provides information, entertainment or other data to the user within the park. The application may determine a position within the park and display notifications (discounts, menus, etc.) at nearby vendors or provide recommendations based upon wait times. The application may allow for reservations at vendors. The application may determine ride sequence(s) based upon various characteristics and navigate according to such sequence(s). Puzzles, games, or other entertainment or educational activities may be displayed to the user for providing rewards based upon their participation. Guests may be tracked using a variety of technologies and information determined (dispatch rates, queues, etc.) by such tracking. Feedback (customer satisfaction) may be collected at guest interfaces. Guest interfaces may allow communication or other data presented between or to guests.

The objective of this invention is to create real-time and time-shifted wireless messaging system that handles devices pairing and notifications between two or multi-line parties (e.g., waiters and customers). The invention facilitates prompt and wireless communication channels between customers and restaurant staff, increases customer satisfaction and improves customer request fulfillment (i.e., responsiveness). The invention also promotes a professional social network and a recruitment system for hospitality servers where they may review their ratings and promote their services. This social medium will also help food servicing stores and hospitality companies o locate highly qualified servers, assess Quality of Service (QOS) and benchmark with other services directly through system analytics and user interactions and feedback.

A computer implemented process for evaluating a person's employment potential including the steps of:evaluating the person's willingness to relocate based on a first set of questions and expressing that willingness as a first number;evaluating the person's ability to work a length of time each day based on a second set of questions and expressing that willingness as a second number;evaluating a person's sense of influence and control based on a drawing test and expressing that sense as a third number;evaluating a person's current employment characteristics in terms of company opportunity, advancement opportunity, work satisfaction and compensation and mathematically expressing the employment characteristics as a fourth number;and making a career choice based on mathematically combining the first, second, third and fourth numbers.

The present invention relates to implementing new ways of automatically and robustly evaluating agent performance, customer satisfaction, campaign and competitor analysis in a call-center and it is comprising; analysis consumer server, call pre-processing module, speech-to-text module, emotion recognition module, gender identification module and fraud detection module.

Systems and methods for measuring and improving search result relevance based on user satisfaction are disclosed. An event log is preferably scanned to determine the start and the end of a session. User behaviors within the session are preferably identified. User satisfaction is preferably estimated based on the user behaviors. User satisfaction is preferably a measure of the user's perception of the extent to which a result correlates to his intent based on his behaviors. User satisfaction is preferably estimated to be one of three satisfaction levels: satisfied, partially-satisfied, and dissatisfied. Symptoms, which are indications of a need for improvement within a search system, are preferably observed based on the user behaviors and the user satisfaction. Diagnostics, which are conditions that prevent a search system from performing optimally, are preferably derived based on the symptoms. A performance report for the search system based, at least in part, on the user satisfaction and the diagnostics may be generated. Such a report may be analyzed to determine methods for improving the relevance of results generated by the search system.

Disclosed is a method, system and computer program for handing over a communication from a first party to a second party. The method comprises the steps of analyzing an audio communication with said first party for quality; and transcribing to text said audio communication with either a speech recognition function or a shadow or a human transcription service, based on said analyzing. The method comprises the further steps of editing the transcribed text; aligning said text with visual information viewed during said audio communication; and sending said transcribed text along with said visual information to said second party. The preferred embodiment of the invention provides a tool that can be used to great effect in the “Call Handover” scenario.

Parameters of a re-configurable product include price and date when product will be available to a requesting party. Availability and or price parameters are integrated or extended into the configuration process of selecting product features to gain a higher level of customer service and satisfaction. The availability and or price parameters can be constrained, and can also be optimized with respect to other constraints. By defining a range of satisfaction that various parameters and product features can operate in, a customer can focus the configuration process on other parameters that are deemed critical. Optimizing focus parameters such as availability and or price with respect to all other parameters constitutes an extended product configuration technique. A dynamic BOM generated by this technique reflects all consumer dictated constraints, including any constraints on price and or availability.

A method and system applies a probabilistic topic model to content in a tax environment to improve user satisfaction with a question and answer customer support system, according to one embodiment. The probabilistic topic model may be the Latent Dirichlet allocation algorithm or other implementations of probabilistic topic models, according to various embodiments. The method and system include receiving submission content from a user, according to one embodiment. The method and system include applying a probabilistic topic model to the submission content to determine submission content topics and submission content statistics, according to one embodiment. The method and system include generating and providing customer support content at least partially based on the submission content topics and at least partially based on the submission content statistics, to facilitate use of the question and answer customer support system by the user, according to one embodiment.

The invention relates to a generation method of a high-satisfaction video summary. Based on the characteristics of a video data structure, a shot cluster-based video summary system is designed and realized in the invention. The video summary system has the following main functions: coding, decoding and playing of various video files, shot boundary detection, key frame extraction, shot cluster, generation of both static video summary and user input time dynamic summary, and the like. The generation method is suitable for various application occasions, such as multimedia file management, video retrieval, and film and television database construction.

A computer-implemented system for creating a classification significance pattern for end users, and enabling end users to use their classification significance pattern to conduct custom searches for target information, such as information about products, services, and jobs, as well as enabling third parties, such as vendors and potential employers, to target their advertisements to groups of users meeting a certain classification. A classification significance pattern is created by having a user take a psychological test, for example, that includes a personality test, a design taste test, a recreation / travel test, a life satisfaction test, an interactive game module, or a career / job test, and having the system automatically score such test and classifying the user based on a defined abstract classification.

The invention relates to a QoE (quality of experience) support resource distribution method for LTE (long term evolution) network video service. The method is characterized by comprising the following steps: (1) receiving feedback information of various video users from user equipment (UE) by a base station eNodeB; (2) monitoring the state of a cache queue of radio link control (RLC) by the base station eNodeB and calculating the rate requirement R of real-time video service; (3) calculating QoE benefit function value taking the satisfaction degree Q(R) obtained when the rate requirement R of the video users is met as a reference by a dispatcher in the base station eNodeB; (4) combining the dispatcher with a video QoE benefit function and the state grade of a terminal buffer area to construct distribution priorities of users on N resource blocks at t time, wherein u and n respectively represent the users and indexes of the resource blocks (RBs); and (5) performing priority sequencing on the users according to the resource distribution priorities constructed in the step (4) and polling to distribute time frequency resource blocks to the users. According to the method disclosed by the invention, the quality of service experience of the users can be ensured from the two aspects of video image quality and smoothness of playing process.

The subject invention relates generally to satisfaction metrics, their methods of administration, and computer programmable products loaded with the satisfaction metrics. The satisfaction metrics of the subject invention allow the participant to assess his or her satisfaction with general and specific attributes of any organization and to assign a relative value to the attribute relative to the other attributes. A weighted satisfaction score can be computed from the relative values and raw satisfaction scores of the general and specific attributes.

The invention discloses a method for providing webpage data. By static pages and cache, the invention reduces load of an application server and a database server to relieve access pressure of a portal website, which boosts page access speed, thereby increasing customer satisfaction to the website.

Systems, methods, and articles for gathering and utilizing individual and aggregate data from connected cooking devices, online recipe databases and / or mobile applications. Cooking instructions may be stored as processor-readable cooking programs that use mutable real time status updates as input. Such programs may be chosen via a user computing device and may be further parameterized by numeric, textual or camera-based inputs. Various methods may be used to determine what foods a user is preparing, and what equipment and techniques are used. This data may be supplemented with feedback to verify what was cooked, how the result compared to visual representation in advance of cooking, and satisfaction level. The data may be used to reproduce past cooking results, adjust future recipes, suggest recipes or products, or connecting users to online communities of users. Cooking data may be used to offer just-in-time problem solving, products, or connection to other users.