SYSTEM USING AUTOMATICALLY TRIGGERED ANALYTICS FOR FEEDBACK DATA

摘要

A customer database system may store historic customer satisfaction information. A CSR terminal may facilitate an interaction between a service representative and a first customer, and a survey platform may: (i) detect that the CSR terminal is currently interacting with the first customer and that the first customer has an entry in the customer database system, and (ii) automatically trigger an analytics action at the CSR terminal. A relational database may receive solicited customer feedback information along with a structured escalation level category entered via the analytics action. The solicited customer feedback information may be parsed into unstructured text, and a big data application platform may: (i) execute an algorithm to assign a sub-category to the first customer interaction based on the unstructured parsed text, and (ii) assign the solicited customer feedback to positive, neutral, and/or negative sentiment pools.

主权项

1. A system to analyze feedback data, the system comprising:
a customer database system to store, for each of a plurality of customers of an enterprise, historic customer satisfaction information; a customer service representative terminal to facilitate an interaction between a customer service representative and a first customer; a survey platform, coupled to the insurance customer database system and the customer service representative terminal, to (i) detect that the customer service representative terminal is currently interacting with the first customer and that the first customer is associated with an entry in the customer database system, and (ii) responsive to the detection, automatically trigger an analytics action at the customer service representative terminal; a relational database to receive solicited customer feedback information from the customer service representative terminal, along with a structured escalation level category entered via the analytics action, wherein the solicited customer feedback information is automatically parsed into unstructured text; and a big data application platform coupled to the relational database to: (i) automatically execute an algorithm to assign a sub-category to the first customer interaction based on the unstructured parsed text, and (ii) record an indication of the solicited customer feedback into one of a positive sentiment pool, a neutral sentiment pool, and a negative sentiment pool.