WO2021086284A1 - Customer satisfaction detection system - Google Patents

Customer satisfaction detection system Download PDF

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Publication number
WO2021086284A1
WO2021086284A1 PCT/TR2020/050762 TR2020050762W WO2021086284A1 WO 2021086284 A1 WO2021086284 A1 WO 2021086284A1 TR 2020050762 W TR2020050762 W TR 2020050762W WO 2021086284 A1 WO2021086284 A1 WO 2021086284A1
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WO
WIPO (PCT)
Prior art keywords
customer
call
detection unit
emotion detection
call center
Prior art date
Application number
PCT/TR2020/050762
Other languages
French (fr)
Inventor
Turker Gence
Eser UNAL
Original Assignee
Turkiye Garanti Bankasi Anonim Sirketi
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 Turkiye Garanti Bankasi Anonim Sirketi filed Critical Turkiye Garanti Bankasi Anonim Sirketi
Publication of WO2021086284A1 publication Critical patent/WO2021086284A1/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • 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
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • 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
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
    • G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/401—Performance feedback

Definitions

  • the present invention relates to a system which enables to detect a customer’s satisfaction status by means of emotion detection by measuring the customer satisfaction cumulatively in voice and video calls with a customer.
  • Emotional status (mood) of a person can be detected from his/her gestures and vocal behaviours (speaking rate/volume) in the state of the art. For example, it is possible to measure the satisfaction degree of the customer about the service that s/he has received by means of emotion detection method, without the need to conduct a survey with the customer as a result of the interview with the customer. Also, success status or performance of the call center employee or the sales consultant speaking to the customer can be measured as well. Great benefits can be achieved in the field of sales and customer services by measuring the customer’s emotional status; outputs such as enhancing the quality of communication with the customer, providing or improving the customer satisfaction can be obtained for example by taking various actions such as apologizing or realizing the sales at the right time of conversation.
  • the invention mentioned in the United States patent document no. US20110178803 discloses a computer system and a conversation between a customer representative and a customer is monitored by means of the said system. Voice characteristics of a customer are detected by obtaining voice signal from a certain conversation occurring between a customer representative and a customer, and processing and analysing the obtained voice signal by means of the system mentioned in the United States patent document no. US20110178803.
  • the system mentioned in the United States patent document no. US20110178803 enables to identify the emotion corresponding to the obtained voice characteristics and it also enables to initiate an action based on the emotion.
  • the technical feature of taking an action mentioned in the United States patent document no. US20110178803 is exemplified as communicating the identified emotion to an emergency response team or communicating a feedback to a customer representative manager.
  • An objective of the present invention is to realize a system which enables to detect a customer’s satisfaction status by means of emotion detection by measuring the customer satisfaction cumulatively in voice and video calls with a customer.
  • Figure 1 is a schematic block diagram of the inventive system.
  • the communication device (2) included in the inventive system (1) is configured to carry out voice and/or video call.
  • the communication device (2) is configured to enable customers to initiate a call over a communication network allowing them for call set-up and/or to answer an initiated call.
  • the communication device (2) is an electronic device such as mobile phone, smartphone, tablet computer.
  • the communication device (2) is configured to enable customers to communicate with a call center.
  • the communication device (2) is configured to enable a customer representative who is responsible in a call center to initiate and continue a call session for the customers.
  • the communication device (2) is configured to ensure that the demands for reaching the call center and/or making contact with the customer over the call center received over itself are met by the call center server
  • the call center server (3) included in the inventive system (1) is a service unit which is configured to communicate with the customer by means of a communication device (2) and/or at least to initiate a call in order to meet the communication request of the customer created by means of a communication device (2) and/or to answer an initiated call.
  • the call center server (3) is configured to establish a connection with the emotion detection unit (4) by using any communication protocol and to perform data exchange with the emotion detection unit (4) over this connection established.
  • the call center server (3) is configured to perform data exchange by using any data bus such as Internet.
  • the call center server (3) is configured to ensure that at least one record about a call and/or a conversation between a certain customer and a customer representative is transferred onto the emotion detection unit (4) real-timely.
  • the call center server (3) is configured to detect the identity information of the customer carrying out the call.
  • the call center server (3) is configured to ensure that a call record matched with the detected identity information is sent to the emotion detection unit (4) real-timely.
  • the call center server (3) is configured to ensure that the demands sent over the routing unit (5) are met.
  • the emotion detection unit (4) included in the inventive system (1) is configured to process the call and/or the conversation records obtained over the call center server
  • the emotion detection unit (4) is configured to process the data in order to detect the emotional status of the customer carrying out the said conversation at any moment of a conversation continuing real-timely and/or at the start and the end of a conversation during a call.
  • the emotion detection unit (4) is configured to detect an emotional status customized for each customer for once.
  • the emotion detection unit (4) is configured to run a specific emotion recognition algorithm for all customers while carrying out the said emotion detection transaction.
  • the emotion detection unit (4) is configured to keep the detected emotional status information under record as customer specific.
  • the emotion detection unit (4) is configured to use the customer’s recorded emotional status data as a training data set and to process them by using artificial intelligence algorithms.
  • the emotion detection unit (4) is configured to run a social media analytics in order to detect data such as socio-economic status of customers, what they like or not, upon being triggered by the detected customer identity information.
  • the emotion detection unit (4) is configured to run a social media analytics in order to detect data such as socio-economic status of customers, what they like or not, upon
  • the emotion detection unit (4) is configured to ensure that the data obtained by means of the social media analytics run are fed to the data set to be used in the emotion detection transaction.
  • the emotion detection unit (4) is configured to ensure that the customer’ s emotional status is detected by processing the data by means of the said method.
  • the emotion detection unit (4) is configured to establish a self-learning structure in the transaction of detecting the customer’s emotional status.
  • the emotion detection unit (4) is configured to detect the customer’s emotional status with a high level of accuracy by means of its structure.
  • the emotion detection unit (4) is configured to detect the emotional status of a customer who informs about his/her satisfaction status regarding the service being received during the call such as being angry, sad, satisfied.
  • the emotion detection unit (4) is configured to feed the customer emotional status detected to the routing unit (5) instantly.
  • the routing unit (5) included in the inventive system (1) is configured to create a communication routing and/or an action plan for the customer’s emotional status detected by the emotion detection unit (4).
  • the routing unit (5) is configured to ensure that the communication routing and/or the action plan created by itself is/are shared with a customer representative instantly over the call center server (3).
  • the routing unit (5) is in contact with the emotion detection unit (4) and it is configured to detect the satisfaction status of the said call in terms of the customer according to the data flow of the data of the customer emotional status during the call provided from the emotion detection unit (4).
  • the routing unit (5) is configured to obtain a communication routing sent by a customer representative to it over the call center server (3) and/or a feedback about the action plan.
  • the routing unit (5) is configured to process a feedback notified by a customer representative.
  • the routing unit (5) is configured to detect the performance of the said customer representative upon the customer satisfaction information and/or the feedback data of the customer representative are processed.
  • the routing unit (5) is configured to detect features of a customer representative who is successful in a client group with a certain customer emotional status.
  • the routing unit (5) is configured to keep certain features about customer representatives who are responsible for providing service over the call center server (3), under record as specific to customer representative.
  • the routing unit (5) is configured to detect customer representatives who have features suitable for answering calls of customers having a certain emotional status.
  • the routing unit (5) is configured to create a demand on the call center server (3) in order to ensure that a call received to meet calls of customers having a certain emotional status is answered by a certain customer representative.
  • the routing unit (5) is configured to trigger that call of a certain customer is answered by at least one customer representative having certain features. It is possible to develop various embodiments of the inventive system”; the invention cannot be limited to examples disclosed herein and it is essentially according to claims

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  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Marketing (AREA)
  • Finance (AREA)
  • General Business, Economics & Management (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
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  • Telephonic Communication Services (AREA)

Abstract

The present invention relates to a system (1) which enables to detect a customer's satisfaction status by means of emotion detection by measuring the customer satisfaction cumulatively in voice and video calls with a customer.

Description

CUSTOMER SATISFACTION DETECTION SYSTEM
Technical Field
The present invention relates to a system which enables to detect a customer’s satisfaction status by means of emotion detection by measuring the customer satisfaction cumulatively in voice and video calls with a customer.
Background of the Invention
Emotional status (mood) of a person can be detected from his/her gestures and vocal behaviours (speaking rate/volume) in the state of the art. For example, it is possible to measure the satisfaction degree of the customer about the service that s/he has received by means of emotion detection method, without the need to conduct a survey with the customer as a result of the interview with the customer. Also, success status or performance of the call center employee or the sales consultant speaking to the customer can be measured as well. Great benefits can be achieved in the field of sales and customer services by measuring the customer’s emotional status; outputs such as enhancing the quality of communication with the customer, providing or improving the customer satisfaction can be obtained for example by taking various actions such as apologizing or realizing the sales at the right time of conversation.
In the event that communication with a customer is realized by artificial intelligence in the near future, it will be possible to sense the current mood of the customer and to take action according to the customer’s emotional status. In the state of the art, there is no system for detecting the emotional status of a person and to measure the customer satisfaction cumulatively according to the detected emotional status.
Therefore, considering the studies and the deficiencies included in the state of the art; it is understood that there is need for a system which enables to detect a customer’s satisfaction status by means of emotion detection by measuring the customer satisfaction cumulatively in voice and video calls with a customer.
The invention mentioned in the United States patent document no. US20110178803, an application in the state of the art, discloses a computer system and a conversation between a customer representative and a customer is monitored by means of the said system. Voice characteristics of a customer are detected by obtaining voice signal from a certain conversation occurring between a customer representative and a customer, and processing and analysing the obtained voice signal by means of the system mentioned in the United States patent document no. US20110178803. The system mentioned in the United States patent document no. US20110178803 enables to identify the emotion corresponding to the obtained voice characteristics and it also enables to initiate an action based on the emotion. The technical feature of taking an action mentioned in the United States patent document no. US20110178803 is exemplified as communicating the identified emotion to an emergency response team or communicating a feedback to a customer representative manager.
Summary of the Invention
An objective of the present invention is to realize a system which enables to detect a customer’s satisfaction status by means of emotion detection by measuring the customer satisfaction cumulatively in voice and video calls with a customer. Detailed Description of the Invention
“Customer Satisfaction Detection System” realized to fulfil the objective of the present invention is shown in the figure attached, in which:
Figure 1 is a schematic block diagram of the inventive system.
The components illustrated in the figure are individually numbered, where the numbers refer to the following:
1. System
2. Communication device
3. Call center server
4. Emotion detection unit
5. Routing unit
The inventive system (1) which enables to detect a customer’s satisfaction status by means of emotion detection by measuring the customer satisfaction cumulatively in voice and video calls with a customer comprises: at least one communication device (2) which enables to carry out voice and/or video call; at least one call center server (3) which is configured to communicate with a customer by means of the communication device (2) and/or to initiate at least one call to meet the communication demand created by the customer by means of the communication device (2) and/or to answer an initiated call; at least one emotion detection unit (4) which is configured to process the interview records between a customer and a customer representative on the call center server (3) in order to detect the emotion status of the customer; at least one routing unit (5) which is configured to route a communication to a customer representative by using the data indicating the emotion status detected by the emotion detection unit (4).
The communication device (2) included in the inventive system (1) is configured to carry out voice and/or video call. The communication device (2) is configured to enable customers to initiate a call over a communication network allowing them for call set-up and/or to answer an initiated call. The communication device (2) is an electronic device such as mobile phone, smartphone, tablet computer. In one embodiment of the invention, the communication device (2) is configured to enable customers to communicate with a call center. In another embodiment of the invention, the communication device (2) is configured to enable a customer representative who is responsible in a call center to initiate and continue a call session for the customers. The communication device (2) is configured to ensure that the demands for reaching the call center and/or making contact with the customer over the call center received over itself are met by the call center server
(3)·
The call center server (3) included in the inventive system (1) is a service unit which is configured to communicate with the customer by means of a communication device (2) and/or at least to initiate a call in order to meet the communication request of the customer created by means of a communication device (2) and/or to answer an initiated call. The call center server (3) is configured to establish a connection with the emotion detection unit (4) by using any communication protocol and to perform data exchange with the emotion detection unit (4) over this connection established. In another embodiment of the invention, the call center server (3) is configured to perform data exchange by using any data bus such as Internet. The call center server (3) is configured to ensure that at least one record about a call and/or a conversation between a certain customer and a customer representative is transferred onto the emotion detection unit (4) real-timely. The call center server (3) is configured to detect the identity information of the customer carrying out the call. The call center server (3) is configured to ensure that a call record matched with the detected identity information is sent to the emotion detection unit (4) real-timely. The call center server (3) is configured to ensure that the demands sent over the routing unit (5) are met.
The emotion detection unit (4) included in the inventive system (1) is configured to process the call and/or the conversation records obtained over the call center server
(3) in order to detect the emotional status of the customer. The emotion detection unit (4) is configured to process the data in order to detect the emotional status of the customer carrying out the said conversation at any moment of a conversation continuing real-timely and/or at the start and the end of a conversation during a call. The emotion detection unit (4) is configured to detect an emotional status customized for each customer for once. The emotion detection unit (4) is configured to run a specific emotion recognition algorithm for all customers while carrying out the said emotion detection transaction. The emotion detection unit (4) is configured to keep the detected emotional status information under record as customer specific. The emotion detection unit (4) is configured to use the customer’s recorded emotional status data as a training data set and to process them by using artificial intelligence algorithms. In another embodiment of the invention, the emotion detection unit (4) is configured to run a social media analytics in order to detect data such as socio-economic status of customers, what they like or not, upon being triggered by the detected customer identity information. The emotion detection unit
(4) is configured to ensure that the data obtained by means of the social media analytics run are fed to the data set to be used in the emotion detection transaction. The emotion detection unit (4) is configured to ensure that the customer’ s emotional status is detected by processing the data by means of the said method. The emotion detection unit (4) is configured to establish a self-learning structure in the transaction of detecting the customer’s emotional status. The emotion detection unit (4) is configured to detect the customer’s emotional status with a high level of accuracy by means of its structure. The emotion detection unit (4) is configured to detect the emotional status of a customer who informs about his/her satisfaction status regarding the service being received during the call such as being angry, sad, satisfied. The emotion detection unit (4) is configured to feed the customer emotional status detected to the routing unit (5) instantly.
The routing unit (5) included in the inventive system (1) is configured to create a communication routing and/or an action plan for the customer’s emotional status detected by the emotion detection unit (4). The routing unit (5) is configured to ensure that the communication routing and/or the action plan created by itself is/are shared with a customer representative instantly over the call center server (3). The routing unit (5) is in contact with the emotion detection unit (4) and it is configured to detect the satisfaction status of the said call in terms of the customer according to the data flow of the data of the customer emotional status during the call provided from the emotion detection unit (4). In one embodiment of the invention, the routing unit (5) is configured to obtain a communication routing sent by a customer representative to it over the call center server (3) and/or a feedback about the action plan. The routing unit (5) is configured to process a feedback notified by a customer representative. The routing unit (5) is configured to detect the performance of the said customer representative upon the customer satisfaction information and/or the feedback data of the customer representative are processed. In another embodiment of the invention, the routing unit (5) is configured to detect features of a customer representative who is successful in a client group with a certain customer emotional status. The routing unit (5) is configured to keep certain features about customer representatives who are responsible for providing service over the call center server (3), under record as specific to customer representative. The routing unit (5) is configured to detect customer representatives who have features suitable for answering calls of customers having a certain emotional status. The routing unit (5) is configured to create a demand on the call center server (3) in order to ensure that a call received to meet calls of customers having a certain emotional status is answered by a certain customer representative. The routing unit (5) is configured to trigger that call of a certain customer is answered by at least one customer representative having certain features. It is possible to develop various embodiments of the inventive system”; the invention cannot be limited to examples disclosed herein and it is essentially according to claims

Claims

1. A system (1) which enables to detect a customer’s satisfaction status by means of emotion detection by measuring the customer satisfaction cumulatively in voice and video calls with a customer; comprising: at least one communication device (2) which enables to carry out voice and/or video call; at least one call center server (3) which is configured to communicate with a customer by means of the communication device (2) and/or to initiate at least one call to meet the communication demand created by the customer by means of the communication device (2) and/or to answer an initiated call; and characterized by at least one emotion detection unit (4) which is configured to process the interview records between a customer and a customer representative on the call center server (3) in order to detect the emotion status of the customer; at least one routing unit (5) which is configured to route a communication to a customer representative by using the data indicating the emotion status detected by the emotion detection unit (4).
2. A system (1) according to Claim 1; characterized by the communication device (2) which is configured to carry out voice and/or video call.
3. A system (1) according to Claim 1 or 2; characterized by the communication device (2) which is configured to enable customers to initiate a call over a communication network allowing them for call set-up and/or to answer an initiated call.
4. A system (1) according to any of the preceding claims; characterized by the communication device (2) which is an electronic device such as mobile phone, smartphone, tablet computer.
5. A system (1) according to any of the preceding claims; characterized by the communication device (2) which is configured to enable customers to communicate with a call center.
6. A system (1) according to any of the preceding claims; characterized by the communication device (2) which is configured to enable a customer representative who is responsible in a call center to initiate and continue a call session for the customers.
7. A system (1) according to any of the preceding claims; characterized by the communication device (2) which is configured to ensure that the demands for reaching the call center and/or making contact with the customer over the call center received over itself are met by the call center server (3).
8. A system (1) according to any of the preceding claims; characterized by the call center server (3) which is a service unit that is configured to communicate with the customer by means of a communication device (2) and/or at least to initiate a call in order to meet the communication request of the customer created by means of a communication device (2) and/or to answer an initiated call.
9. A system (1) according to any of the preceding claims; characterized by the call center server (3) which is configured to establish a connection with the emotion detection unit (4) by using any communication protocol and to perform data exchange with the emotion detection unit (4) over this connection established.
10. A system (1) according to any of the preceding claims; characterized by the call center server (3) which is configured to perform data exchange by using any data bus such as Internet.
11. A system (1) according to any of the preceding claims; characterized by the call center server (3) which is configured to ensure that at least one record about a call and/or a conversation between a certain customer and a customer representative is transferred onto the emotion detection unit (4) real-timely.
12. A system (1) according to any of the preceding claims; characterized by the call center server (3) which is configured to detect the identity information of the customer carrying out the call.
13. A system (1) according to Claim 12; characterized by the call center server (3) which is configured to ensure that a call record matched with the detected identity information is sent to the emotion detection unit (4) real-timely.
14. A system (1) according to any of the preceding claims; characterized by the call center server (3) which is configured to ensure that the demands sent over the routing unit (5) are met.
15. A system (1) according to any of the preceding claims; characterized by the emotion detection unit (4) which is configured to process the call and/or the conversation records obtained over the call center server (3) in order to detect the emotional status of the customer.
16. A system (1) according to any of the preceding claims; characterized by the emotion detection unit (4) which is configured to process the data in order to detect the emotional status of the customer carrying out the said conversation at any moment of a conversation continuing real-timely and/or at the start and the end of a conversation during a call.
17. A system (1) according to any of the preceding claims; characterized by the emotion detection unit (4) which is configured to detect an emotional status customized for each customer for once.
18. A system (1) according to any of the preceding claims; characterized by the emotion detection unit (4) which is configured to run a specific emotion recognition algorithm for all customers while carrying out the said emotion detection transaction.
19. A system (1) according to any of the preceding claims; characterized by the emotion detection unit (4) which is configured to keep the detected emotional status information under record as customer specific.
20. A system (1) according to Claim 19; characterized by the emotion detection unit (4) which is configured to use the customer’s recorded emotional status data as a training data set and to process them by using artificial intelligence algorithms.
21. A system (1) according to any of Claim 12 to 20; characterized by the emotion detection unit (4) which is configured to run a social media analytics in order to detect data such as socio-economic status of customers, what they like or not, upon being triggered by the detected customer identity information.
22. A system (1) according to Claim 21; characterized by the emotion detection unit (4) which is configured to ensure that the data obtained by means of the social media analytics run are fed to the data set to be used in the emotion detection transaction.
23. A system (1) according to any of Claim 20 to 22; characterized by the emotion detection unit (4) which is configured to is configured to ensure that the customer’s emotional status is detected by processing the data by means of the said method.
24. A system (1) according to any of the preceding claims; characterized by the emotion detection unit (4) which is configured to establish a self-learning structure in the transaction of detecting the customer’s emotional status.
25. A system (1) according to Claim 24; characterized by the emotion detection unit (4) which is configured to detect the customer’s emotional status with a high level of accuracy by means of its structure.
26. A system (1) according to any of the preceding claims; characterized by the emotion detection unit (4) which is configured to detect the emotional status of a customer who informs about his/her satisfaction and/or feedback status regarding the service being received during the call such as being angry, sad, satisfied.
27. A system (1) according to any of the preceding claims; characterized by the emotion detection unit (4) which is configured to feed the customer emotional status detected to the routing unit (5) instantly.
28. A system (1) according to any of the preceding claims; characterized by the routing unit (5) which is configured to create a communication routing and/or an action plan for the customer’s emotional status detected by the emotion detection unit (4).
29. A system (1) according to Claim 28; characterized by the routing unit (5) which is configured to ensure that the communication routing and/or the action plan created by itself is/are shared with a customer representative instantly over the call center server (3).
30. A system (1) according to any of the preceding claims; characterized by the routing unit (5) which is in contact with the emotion detection unit (4) and which is configured to detect the satisfaction status of the said call in terms of the customer according to the data flow of the data of the customer emotional status during the call provided from the emotion detection unit (4).
31. A system (1) according to any of the preceding claims; characterized by the routing unit (5) which is configured to obtain a communication routing sent by a customer representative to it over the call center server (3) and/or a feedback about the action plan.
32. A system (1) according to Claim 31; characterized by the routing unit (5) which is configured to process a feedback notified by a customer representative.
33. A system (1) according to any of Claim 30 or 32; characterized by the routing unit (5) which is configured to detect the performance of the said customer representative upon the customer satisfaction information and/or the feedback data of the customer representative are processed.
34. A system (1) according to any of the preceding claims; characterized by the routing unit (5) which is configured to detect features of a customer representative who is successful in a client group with a certain customer emotional status.
35. A system (1) according to any of the preceding claims; characterized by the routing unit (5) which is configured to keep certain features about customer representatives who are responsible for providing service over the call center server (3), under record as specific to customer representative.
36. A system (1) according to any of Claim 34 to 35; characterized by the routing unit (5) which is configured to detect customer representatives who have features suitable for answering calls of customers having a certain emotional status.
37. A system (1) according to any of the preceding claims; characterized by the routing unit (5) which is configured to create a demand on the call center server (3) in order to ensure that a call received to meet calls of customers having a certain emotional status is answered by a certain customer representative.
38. A system (1) according to Claim 37; characterized by the routing unit (5) which is configured to trigger that call of a certain customer is answered by at least one customer representative having certain features.
PCT/TR2020/050762 2019-10-30 2020-08-25 Customer satisfaction detection system WO2021086284A1 (en)

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