公开(公告)号：US11699113B1

公开(公告)日：2023-07-11

申请号：US16908280

申请日：2020-06-22

申请人： Sykes Enterprises, Incorporated

发明人： David Pearson ,  J. Shelton Hook, Jr. ,  Eric G. Palacio ,  Richard Sadowski ,  Stephen Berdy ,  Joseph Flaska ,  James Somers ,  J. Brooke Aker ,  John Romania ,  Martin Hendrickse ,  Donald Young, III ,  Al Ryan Santiago ,  John Kruper ,  Matthew Christensen ,  Ryan R. Cannon

IPC分类号： G06Q10/0631 ,  G06Q30/0201 ,  G06F16/38 ,  G06F16/35 ,  G06F16/36 ,  G06Q10/0639 ,  G06N3/08 ,  G06V20/40 ,  G06Q10/0637

CPC分类号： G06Q10/063112 ,  G06F16/353 ,  G06F16/355 ,  G06F16/358 ,  G06F16/367 ,  G06F16/381 ,  G06N3/08 ,  G06Q10/06375 ,  G06Q10/06393 ,  G06Q10/06398 ,  G06Q30/0201 ,  G06V20/41

摘要： Disclosed are system and methods for digitally capturing, labeling, and analyzing data representing shared experiences between a service provider and a customer. The shared experience data is used to identify, test, and implement value-added improvements, enhancements, and augmentations to the shared experience and to monitor and ensure the quality of customer service. The improvements can be implemented as customer service process modifications, precision learning and targeted coaching for agents rendering customer service, process compliance monitoring, and as knowledge curation for a knowledge bot software application that facilitates automation of tasks and provides a natural language interface for accessing historical knowledge bases and solutions.