Customer Sentiment-Based Service Representative Switching

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Solution Overview

Problem

Customers interacting with service representatives may not be satisfied due to the difficulty in identifying and initiating further interactions with more suitable representatives, leading to unsatisfied service experiences.

Innovation Solution

A system and method that includes a service interaction circuit to initiate interactions, a virtual assistant to determine customer sentiment metrics, and a profile management circuit to identify and switch to a more suitable service representative based on these metrics, ensuring improved customer satisfaction.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If a customer interacts with a service representative, then service interaction is provided, but customer satisfaction may be insufficient and further interaction with suitable representatives becomes difficult

Engineering Contradiction:

Improvecustomer satisfactionVSAvoiddifficulty in identifying and initiating further interactions

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The system continuously monitors customer sentiment during service interactions and uses this feedback to automatically identify when a customer is dissatisfied and to select appropriate service representatives for follow-up interactions, thereby improving customer satisfaction while simplifying the process for customers

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The system introduces an intermediary mechanism that automatically bridges customers with suitable service representatives based on sentiment analysis, eliminating the need for customers to manually identify or initiate further interactions themselves

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If the system monitors customer sentiment continuously, then customer satisfaction can be improved, but system complexity and resource consumption increase

Engineering Contradiction:

Improvecustomer satisfactionVSAvoidsystem complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The system performs self-monitoring of customer sentiment through automated sentiment analysis tools that operate independently during service interactions, eliminating the need for complex manual monitoring systems while maintaining continuous awareness of customer satisfaction levels

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system transforms complex customer interaction data into simplified sentiment metrics and parameters that can be easily processed and acted upon, reducing system complexity while maintaining effective customer satisfaction monitoring

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentUS12254476B1Efficient condition-based linking of communication sessions

Publication Date: 2025.03.18 WELLS FARGO BANK NA

AI summary

This disclosure provides systems and methods for matching a customer with a service representative. A request for service can be received from a customer. A first service interaction can be initiated between the customer and a first service representative. A customer sentiment metric can be determined during the first service interaction. The customer sentiment metric can indicate a level of customer satisfaction during the first service interaction. A second service representative suitable for fulfilling the customer's request for service can be identified, based at least in part on the customer sentiment metric. A second service interaction can be initiated between the customer and the second service representative, responsive to the identification of the second service representative.