BR112022004692A2 - Método para detectar proativamente a satisfação do cliente - Google Patents

Método para detectar proativamente a satisfação do cliente

Info

Publication number
BR112022004692A2
BR112022004692A2 BR112022004692A BR112022004692A BR112022004692A2 BR 112022004692 A2 BR112022004692 A2 BR 112022004692A2 BR 112022004692 A BR112022004692 A BR 112022004692A BR 112022004692 A BR112022004692 A BR 112022004692A BR 112022004692 A2 BR112022004692 A2 BR 112022004692A2
Authority
BR
Brazil
Prior art keywords
signals
customer
customer satisfaction
proactively
case
Prior art date
Application number
BR112022004692A
Other languages
English (en)
Inventor
Brian Slepko
Craig Mackereth
Praveen Sahni
Original Assignee
Rimini Street Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Rimini Street Inc filed Critical Rimini Street Inc
Publication of BR112022004692A2 publication Critical patent/BR112022004692A2/pt

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/30—Monitoring
    • G06F11/3065—Monitoring arrangements determined by the means or processing involved in reporting the monitored data
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/30—Monitoring
    • G06F11/3003—Monitoring arrangements specially adapted to the computing system or computing system component being monitored
    • G06F11/3006—Monitoring arrangements specially adapted to the computing system or computing system component being monitored where the computing system is distributed, e.g. networked systems, clusters, multiprocessor systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0484—Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
    • G06F3/04845—Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range for image manipulation, e.g. dragging, rotation, expansion or change of colour
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G06F9/54—Interprogram communication
    • G06F9/542—Event management; Broadcasting; Multicasting; Notifications
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N20/00—Machine learning
    • G06N20/10—Machine learning using kernel methods, e.g. support vector machines [SVM]
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N20/00—Machine learning
    • G06N20/20—Ensemble learning
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N7/00—Computing arrangements based on specific mathematical models
    • G06N7/01—Probabilistic graphical models, e.g. probabilistic networks
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063114—Status monitoring or status determination for a person or group
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06395—Quality analysis or management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Theoretical Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Quality & Reliability (AREA)
  • Development Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Software Systems (AREA)
  • Computing Systems (AREA)
  • Educational Administration (AREA)
  • Mathematical Physics (AREA)
  • Marketing (AREA)
  • General Business, Economics & Management (AREA)
  • Operations Research (AREA)
  • Tourism & Hospitality (AREA)
  • Game Theory and Decision Science (AREA)
  • Evolutionary Computation (AREA)
  • Data Mining & Analysis (AREA)
  • Artificial Intelligence (AREA)
  • Computer Vision & Pattern Recognition (AREA)
  • Medical Informatics (AREA)
  • Human Computer Interaction (AREA)
  • Multimedia (AREA)
  • Accounting & Taxation (AREA)
  • Algebra (AREA)
  • Probability & Statistics with Applications (AREA)
  • Computational Mathematics (AREA)
  • Mathematical Analysis (AREA)
  • Pure & Applied Mathematics (AREA)
  • Finance (AREA)
  • Mathematical Optimization (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)
  • Debugging And Monitoring (AREA)
  • Computer And Data Communications (AREA)

Abstract

método para detectar proativamente a satisfação do cliente, apresenta um sistema de provedor de serviços recebe dados de caso de um cliente de um sistema de atendimento ao cliente. os dados vetoriais são coletados dos dados do caso por meio de integração e agregação. sinais de anomalias ou sentimentos são detectados por meio de aprendizado de máquina a partir dos dados vetoriais integrados e agregados. os sinais são validados, consolidados e associados aos tipos de objeto de caso, contato e cliente. uma interface de usuário apresenta os sinais validados e consolidados para usuários que agem de forma proativa com base nos sinais. a interface do usuário inclui painéis, notificações e indicadores.
BR112022004692A 2019-09-13 2020-09-10 Método para detectar proativamente a satisfação do cliente BR112022004692A2 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US16/570,432 US20210081293A1 (en) 2019-09-13 2019-09-13 Method and system for proactive client relationship analysis
PCT/US2020/050182 WO2021050716A1 (en) 2019-09-13 2020-09-10 Method and system for proactive client relationship analysis

Publications (1)

Publication Number Publication Date
BR112022004692A2 true BR112022004692A2 (pt) 2022-06-14

Family

ID=74866461

Family Applications (1)

Application Number Title Priority Date Filing Date
BR112022004692A BR112022004692A2 (pt) 2019-09-13 2020-09-10 Método para detectar proativamente a satisfação do cliente

Country Status (9)

Country Link
US (1) US20210081293A1 (pt)
EP (1) EP4028966A4 (pt)
JP (1) JP7449371B2 (pt)
CN (1) CN115039116A (pt)
AU (2) AU2020347183A1 (pt)
BR (1) BR112022004692A2 (pt)
CA (1) CA3154383A1 (pt)
MX (1) MX2022003105A (pt)
WO (1) WO2021050716A1 (pt)

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US11851096B2 (en) * 2020-04-01 2023-12-26 Siemens Mobility, Inc. Anomaly detection using machine learning
US11201966B1 (en) * 2020-08-25 2021-12-14 Bank Of America Corporation Interactive voice response system with a real time conversation scoring module

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Also Published As

Publication number Publication date
CA3154383A1 (en) 2021-03-18
MX2022003105A (es) 2022-05-30
CN115039116A (zh) 2022-09-09
JP2022548251A (ja) 2022-11-17
EP4028966A4 (en) 2023-10-11
US20210081293A1 (en) 2021-03-18
WO2021050716A1 (en) 2021-03-18
JP7449371B2 (ja) 2024-03-13
EP4028966A1 (en) 2022-07-20
AU2024202373A1 (en) 2024-05-02
AU2020347183A1 (en) 2022-04-28

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