Jay Newell

Title: Jay Newell and His Patent on Customer Interaction Metrics.

Introduction

Jay Newell is an inventor associated with St. Charles, Missouri, and Bank of America Corporation. His patent work addresses how organizations can classify customer interactions when technical incidents affect the customer experience.

Latest Patents

The provided information lists 1 patent for Newell: “Disrupted Customer Interaction Metric.” The patent describes systems and methods for monitoring customer interactions across multiple user interfaces, recording incidents, and identifying when and where each incident occurred. It also assesses whether secondary interfaces were available and operable at the time of an incident. Based on those findings, the system classifies each incident as either a failed customer interaction (FCI) or a disrupted customer interaction (DCI), then places it in the corresponding category.

Career Highlights

Newell’s listed invention focuses on measuring and categorizing disruptions in customer-facing systems. By distinguishing failed interactions from disrupted ones, the approach can help organizations analyze service incidents and understand the availability of alternative interfaces.

Collaborations

The supplied information identifies Bank of America Corporation as Newell’s company and Deacon Arokoyo as his coworker. No further details about their specific collaboration are provided.

Conclusion

Jay Newell’s listed patent presents a structured method for classifying customer interaction incidents, reflecting an emphasis on service monitoring and the assessment of alternative user interfaces.