Convergys Cmg Utah Inc.

Convergys Customer Management Delaware LLC

Convergys Customer Management Deleware LLC

Nancy Gardner

Dhananjay Bansal

Matthew John Yuschik

Jayant M Naik

Sunil Issar

Woosung Kim

Scott D Spera

Kristie Goss

John C Georgesen

James H Lythgoe

Chang-Quin Shu

Chang-Qing Shu

A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.

System and method for improving tuning using user provided satisfaction scores

Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.

Method and system for creating natural language understanding grammars

A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.

System and method for improving tuning using caller provided satisfaction scores

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Rockport, ME, United States of America

Nancy Gardner