Dale R Peterson

Title: The Innovative Contributions of Dale R. Peterson

Introduction

Dale R. Peterson is a notable inventor based in Cincinnati, OH, who has made significant contributions to the field of automated customer service and self-care systems. With a total of six patents to his name, Peterson's work focuses on enhancing the efficiency and effectiveness of customer interactions through innovative technological solutions.

Latest Patents

Among his latest patents is a "System for closed loop decision-making in an automated care system." This invention discloses a system that operates and updates an interactive voice response self-care system utilizing various types of models. The system is designed to improve the performance of the self-care system by updating the models in a closed-loop manner. Additionally, it can utilize input from a human agent, such as a customer service representative, to enhance customer interactions. Another significant patent is the "System and method for automated customer service with contingent live interaction." This invention aims to balance customer satisfaction with the costs of providing customer care by employing online interaction classification techniques. These techniques utilize measurements like a log likelihood ratio to determine when an interaction should transition from automation to live support.

Career Highlights

Dale R. Peterson has worked with prominent companies in the customer management sector, including Convergys Customer Management Delaware LLC and Convergys Customer Management Group, Inc. His experience in these organizations has allowed him to develop and refine his innovative ideas in customer service technology.

Collaborations

Throughout his career, Peterson has collaborated with talented individuals such as Jayant M. Naik and Joseph DiFonzo. These collaborations have contributed to the development of his innovative patents and have enhanced the impact of his work in the industry.

Conclusion

Dale R. Peterson's contributions to the field of automated customer service and self-care systems demonstrate his commitment to innovation and improvement in customer interactions. His patents reflect a deep understanding of technology and its application in enhancing user experience.