首页|Researchers Submit Patent Application, 'System And Method For Automatically Eval uating And Scoring The Quality Of Agent-Customer Interactions', for Approval (US PTO 20240211960)
Researchers Submit Patent Application, 'System And Method For Automatically Eval uating And Scoring The Quality Of Agent-Customer Interactions', for Approval (US PTO 20240211960)
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News editors obtained the following quote from the background information suppli ed by the inventors:“In service-based industries one of the foundational elemen ts of business success is ensuring thateach customer has a consistently high-qu ality experience interacting with enterprise employees. This isparticularly tru e for contact centers, which are responsible for answering customer communicatio ns toresolve various issues as their primary business responsibility. Variation s in customer service by employeesand agents of a business have the potential t o degrade customer experience below standards, increasingcustomer dissatisfacti on. To ensure customer service standards are met, many businesses utilize interaction evaluation forms, with several questions to evaluate the agent-customer in teraction. However, thisevaluation method produces inconsistent results due to variations in customer feedback, lack of a comprehensiveview of agent performan ce across multiple interactions, and human bias problems. Thus, itcan be diffic ult to understand the quality of customer service being provided by agents indiv idually andcollectively. Ultimately, poor customer service across multiple inte ractions or agents can reduce businessprofitability if dissatisfied customers t ransition to other businesses with superior customer service.
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