359 results about "Customer delight" patented technology

A method and system for interactively and progressively processing and determining customer satisfaction from data gathered within an online community comprises of a group of participants connected via a computer network such as the Internet. A customer satisfaction and experience processing system comprises a participant or user interface (“front interface”), a database, a search engine, a customer satisfaction processing algorithm, an intelligent optimizer, and an optional report generator. The front interface is accessible via the network, thereby allowing any participant to interactively share experiences with respct to listed items (i.e., products or services). The database stores identification information and data pertaining to the participants' satisfaction and experiences with particular items. The algorithm processes the input data and produces ranking scores for individual items. The intelligent optimizer analyzes a participant's individual profile to predict and / or recommend one or more of the items from those offered by many different providers, which are the items most likely to provide the participant with the highest level of satisfaction and the best customer experience. The report generator conducts marketing analysis and produces electronic reports for customers and item providers. The search engine permits retrieval of data from the database upon participants' input queries.

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 process and method for collecting, validating, storing, scoring and presenting consumer satisfaction feedback on the delivery of goods and services sold to consumers by service providers. The feedback of consumers is collected by using electronic forms to capture consumer responses to questions on surveys. Consumer feedback is scored over at least three recent periods of time including the past twelve months, the past six months and past three months. The customer satisfaction scores are presented on a plurality of advertising medias.

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.

A global customer satisfaction system includes point-of-sale customer feedback terminals for receiving in-store customer feedback including satisfaction ratings and other customer feedback regarding participating vendors as the customer pays for purchases. The system also includes post-sale customer feedback terminals for receiving more detailed customer feedback regarding the vendors from members after the sales have been completed. The system also includes an aggregation and dissemination system for combining the ratings received form customers into global customer satisfaction ratings for participating vendors, and disseminating the customer satisfaction information through customer satisfaction qualified directories, which are organized or searchable by geographical, type of product or service offered by the participating vendors, and other factors.

A computer program product is provided as a business rating system to rank business that are relevant to a given Internet search topic. Business ratings are stored in a ranking repository that can be optionally searched by the user along with a user-defined search engine query. The business ratings are compiled from on-line questionnaires attached to the search engine results and / or on-line surveys obtained through other web based rating services. The business ratings assess the quality of the businesses in terms of “interactive” criteria such as customer satisfaction, professionalism, and cost and ease of use of the businesses' products or services. The business rating system is comprised of an on-line indexing engine, a query transformer, a search results transformer, a ranking based result sorter, an on-line ranking system, a metadata repository, and an on-line ranking repository. The business rating system integrates the ratings with the search results, and ranks the search results based on such business ratings. In this manner, the user of a search engine receives feedback from other users about businesses of interest. Eventually, businesses with higher ratings will be ranked at the top of the search list, while business with lower ratings will be ranked lower.

Methods and systems for operating an online marketplace for the sale of services associated with self-help moving and relocating are described. A customer enters an online marketplace where service providers offer services relating to moving and relocating, specifically in the "do-it-yourself" moving field. The venue for the online marketplace is an Internet web site or a site on a computer network and is operated by a host that determines which service providers will be listed on the site. A typical self-help moving customer may enter the marketplace after completing an initial transaction with the host, such as reserving a moving truck or trailer and other moving equipment. In many instances this transaction is what initially draws the customer to the site. Once in the marketplace, the customer can view informational content on numerous vendors providing services relating to moving and relocating. Based on the estimates provided by the marketplace, the customer selects the vendor and "purchases / prepays for" his services on the marketplace. The funds are held in escrow until the transaction is fulfilled to the customer's satisfaction. The customer is provided a confirmation code. The code is given to the service provider upon completion of the job. This is the key that unlocks the funds. The marketplace also does not release the funds unless and until all parties are satisfied with the transaction. The customer selects the vendor that best suits the needs and budget of the customer by viewing rates, reviews, ratings, customer feedback, and background information on the vendor. In this manner control over the transaction lies more with the customer than with the vendor

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 system and system to improving customer satisfaction in booking process. In one embodiment a system and method are described to determine the cause of the issue in procuring the service is and, based on a set of rules, offer the user a path to complete the procurement successfully. In one embodiment, a system and method are described to determine when a supplier is not available and queue requests until the supplier system is available again. In one embodiment, a system and method are described to actively manage the status of each account so that the user's transactions do not fail because of mis-configured or expired account configuration status.

The invention relates to an electric power utilization information remote control system. The electric power utilization information remote control system comprises a marketing business system, a marketing real-time charge remote control system, a load control system, an electric power utilization information collection system, a short message platform and a headquarter customer service system. The marketing real-time charge remote control system comprises a charge control and management program, an electric charge calculation program as well as a charge control strategy application and exception management program. The system can comprehensively, safely and efficiently achieve full support for all businesses of the marketing real-time charge remote control application as well as performs operations such as alarming, power cutting and power restoration according to calculation results, thereby playing a role of a smart meter, achieving interaction between purchase and sale, ensuring business smoothness and electric charge recovery, improving work efficiency, reducing labor costs, saving energy, being user-friendly and enhancing customer satisfaction.

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.

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.

A multi-campaign assignment apparatus considers overlapping recommendation occurring when a plurality of personalized campaigns are simultaneously performed, thereby increasing marketing efficiency and client satisfaction. The multi-campaign assignment apparatus extracts clients' preferences for each campaign, predicts the clients' reactivities to overlapping recommendation of campaigns, and performs two-dimensional campaign-client assignment using the preferences and a reactivity function to maximize the marketing efficiency. The multi-campaign assignment apparatus includes a client preference extractor, a reactivity function determiner, a limit condition provider, a campaign-client assignment evaluator, and a client selector.

Problem to be solved: Whilst partaking in an electronic questionnaire survey, responses given by any one respondent are almost always emotional in their nature due to the survey format. As a result, in summarising the respondents answers statistically, it is not possible to truly measure how satisfied the respondent is with the subject(s) the survey has been designed to address. This can lead to a misinterpretation of the actual situation, which, for surveys such as customer satisfaction surveys or employee opinion surveys can have negative consequences for a company. Solution: By structuring the system and method of an electronic questionnaire survey in accordance with a strict set of guidelines, it is possible to measure a respondent's views on any subject matter both emotionally and rationally, together with the respondent's level of conviction. By comparing the emotional responses with the rational responses, a truly quantifiable and repeatable measure of respondent satisfaction towards the subject matter can be achieved.

A method, system and computer program product for enhancing customer satisfaction with his / her shopping experience and improving the chances of a sale. The personality and mood characteristics of a customer is obtained by analyzing various features of the customer, such as the customer's facial image, the customer's gait, the customer's location of his / her gaze as well as analyzing other personalized information, such as who the customer is shopping with and information contained in the customer's profile (if one exists). By assessing the customer's personality and mood characteristics, a better sales approach may be recommended to the sales professional, or, alternatively, a better sales professional may be assigned to approach the customer thereby enhancing the customer's shopping experience by reducing the possibility of an unpleasant shopping experience as well as increasing the chances of a consummated sale.

Disclosed herein are a product design process and apparatus for quickly and easily defining an optimal product concept capable of conveying a high degree of customer satisfaction. In the process of the present invention, wants and needs information is analyzed, and, based on the analyzed wants and needs information, weighting is carried out with respect to evaluation indices which have been previously stored in a storage device and which are quantitative measures of the degree to which the user is likely to perceive a benefit latent in the product under consideration and inherent in the wants and needs information to have been achieved, an evaluation index having the highest weighting among a plurality of weighted evaluation indices is selected as a primary evaluation index and a product design concept for which the primary evaluation index selected is a maximum or minimum is defined.

A method is disclosed for determining a customer's progress through a checkout line at a store and for correlating customer satisfaction thereto. A mobile electronic device with mobile self checkout software thereon may record and analyze ambient noise to determine when a customer is in a checkout line as well as to track the customer's progress through the checkout line. The software may provide detailed data about the shopping and checkout experience. This information may be correlated to customer satisfaction and used identify particular strengths and weaknesses in the shopping experience offered by a store.

The method and apparatus disclosed herein empowers the general population to deliver e-commerce orders from retail stores to buyers. Embodiments of the invention reduce overall fuel usage, creating value for all members of the value chain: reduction in delivery fees for buyer, higher customer satisfaction and purchasing of goods for retailers, and the ability to earn extra income for patrons that deliver the orders. The method and apparatus comprise a database of patrons to perform home or local delivery of e-commerce orders, a database of e-commerce orders from stores, a database of buyers who place the orders, and computer instructions to match acceptable orders with patrons.

The invention discloses an intelligent SMT production error-proof tracing method and process, which comprises the following steps: incoming material inspection, material information maintenance, material binding, putaway and warehousing, work order filling, BOM introduction, material issuance according to BOM work order, PCB work order binding, PCB scanning identification, SMT printing, SPI detection, PCB scanning, SMT patching, reflow soldering, AOI optical inspection, NG visual inspection, insert welding, insert quality inspection, flying probe testing, packaging and shipping. The tracing method and process use the intelligent manufacturing production method on the basis of the conventional production process method to ensure the traceability of the product. After the production of the product, the flying probe test is added to perform the functional test to inspect the product reliability, so that the qualified rate is controlled from the source, the ex factory qualified rate is greatly improved, the customer satisfaction rate is improved, the repair rate is reduced correspondingly, and costs are reduced.

The invention discloses a catering positioning system and a catering positioning method based on an RFID technique, wherein the catering positioning system comprises a system database, a number plate, a table-top card reader and a dining-table reader-writer; an RFID electronic label is encapsulated inside the number plate, and a unique code is arranged in the label; the table-top card reader is an RFID reader-writer and can identify data embedded in the RFID electronic label correctly and write new data into the RFID electronic label; and the dining-table reader-writer is an RFID reader-writer, is connected with the system database in real time and has a unique identification number in the system database. The system can save the meal time of a costumer, promote the satisfaction of customer and the total image of a restaurant, enable the restaurant to receive more customers within the same time, improve the service efficiency, the place-setting rate and the business turnover of the restaurant as well as the working efficiency of delivery staff of the restaurant, save the delivery staff and reduce the operating cost of the restaurant.

A salesforce automation system which integrates computerized, intelligent automated salesperson support for multiple phases of the sales process. Various subsystems may be provided to facilitate the sales process which may include pre-sales lead generation, maximize time spent with the customer, effectively manage an order, ensure customer satisfaction and retain the customer for future sales. Also provided to support the phases of the sales process are additional tools, integrated in the system. The additional tools may include self management subsystems, sales management subsystems and training subsystems.

A global customer satisfaction system includes point-of-sale customer feedback terminals for receiving in-store customer feedback including satisfaction ratings and other customer feedback regarding participating vendors as the customer pays for purchases. The system also includes post-sale customer feedback terminals for receiving more detailed customer feedback regarding the vendors from members after the sales have been completed. The system also includes an aggregation and dissemination system for combining the ratings received form customers into global customer satisfaction ratings for participating vendors, and disseminating the customer satisfaction information through customer satisfaction qualified directories, which are organized or searchable by geographical, type of product or service offered by the participating vendors, and other factors.

This invention provides a service quality monitoring and improvement system. It is designed so that a number of different organizations or service providers can use the system simultaneously to obtain satisfaction data from customers and highlight areas for improvement. Customer satisfaction data is conducted at the site where the service or product is provided, to improve the response rate and data quality. For each user organization, the apparatus provides focused questions or information to improve service quality that are selected on the basis of feedback from their own customers. By using the system and making improvements in the areas identified, each user organization may improve the quality of the service it provides—leading to a wider customer base and improved profitability.

The invention disclosed a method which achieves call in a multimedia communication call control. This method includes: set user service information of rank in advance, obtain customer service information of rank related to call entities, according to user information of rank, defined users call processing priority, and call in accordance with established call processing priority. According to user information of rank, the invention brings up processing priority call methods in the third generation mobile communication multimedia communications call control, such as IP Multimedia Subsystem (IMS). The method provides a different priority call for different user service rank, and ensures the call-processing speed of the important network user's, improves customer satisfaction and loyalty.

The invention provides a customer satisfaction analysis method based on video face expressions. The method comprises the following steps of acquiring customer video data; using an expression method with a base portion to modeling a face shape and an appearance; distinguishing fitting, updating incremental expressions, and carrying out parallel fitting and fitting evaluation; and according to a fitting evaluation result, analyzing customer satisfaction. In the invention, a sample scope is wide, a customer does not need to subjectively evaluate and grade so that man-made subjective factors are eliminated and the data is objective; and simultaneously, a lot of questionnaire data is avoided and manual labor is reduced, and efficiency and accuracy are increased.

A method and system for providing predictive quality analysis during software creation / development. A system of computation is provided that utilizes a combination of objective measures and subjective inputs to determine a final quality of the software that is being developed. In addition to using objective measures, in a unique, consistent, and deliberate fashion, subjective measures are also utilized to increase / improve the validity of the predictive quality analysis. The subjective elements utilized are ones that provide good indicators of the likelihood of success and customer satisfaction from a software quality standpoint.

The invention provides a car insurance underwriting claim settlement method based on a block chain, a car insurance underwriting claim settlement system based on the block chain, a computer device anda computer readable storage medium, and relates to the technical field of insurance. The method comprises: constructing an alliance chain, adding all mechanisms to the alliance chain to serve as nodes of the alliance chain, achieving a consensus rule, and determining a car insurance intelligent contract; encrypting insurance policy information and diffusing the encrypted insurance policy information to the alliance chain, wherein the insurance policy information is generated after a user purchases insurance through a bank or an insurance company; and when a claim settlement application submitted by the user and corresponding to the insurance policy information is received, triggering the smart contract to perform claim settlement. By means of the block chain technology, the insurance product information, the insurance buying information, the circulation process and the claim settlement information are uploaded, full-process tracing is achieved, and the authenticity of the insurance policy and customer privacy encryption protection are guaranteed. Meanwhile, online automatic claim settlement of the insurance is achieved by means of the intelligent contract, various disputes are reduced, and the customer satisfaction is greatly improved.

A system and method of processing customer services requests is disclosed. A customer reported problem may generate a customer service request and problem ticket. A technical support team may respond to and resolve the problem. A customized customer satisfaction survey may be generated based on the content of the problem ticket. Customer feedback from the survey and customized surveys may be stored for analysis to retrieve and generate future customized surveys for future service requests.