Scott Austin

Title: Scott Austin - Innovator in Customer Feedback Analysis

Introduction

Scott Austin is an accomplished inventor based in Carlsbad, CA (US). He has made significant contributions to the field of customer feedback analysis through his innovative patent. His work focuses on identifying emerging issues from textual customer feedback, which is crucial for businesses seeking to improve their services and products.

Latest Patents

Scott holds a patent for a "Method for identifying emerging issues from textual customer feedback." This patent describes systems, methods, and software products that identify emerging issues from textual customer feedback. The process involves receiving a message stream of customer feedback, which includes a plurality of unstructured text messages from at least one homogeneous source. A time interval is established, and the volume of text messages for that interval is determined to establish a reference volume. The volume of text messages in subsequent time intervals is measured to establish a trend volume. The trend volume is then compared to the reference volume to determine a volumetric change. Actions are initiated based on whether the volumetric change is above or below a pre-determined threshold. This innovative approach allows companies to respond effectively to customer needs.

Career Highlights

Scott Austin has dedicated his career to enhancing customer experience through technology. His work at Overtone, Inc. has positioned him as a leader in the field of customer feedback analysis. With a focus on leveraging data to drive business decisions, Scott has been instrumental in developing solutions that help organizations understand and act on customer sentiments.

Collaborations

Scott collaborates with talented individuals such as Guy Jones and Grant Foster. Their combined expertise contributes to the innovative environment at Overtone, Inc., fostering the development of cutting-edge solutions in customer feedback analysis.

Conclusion

Scott Austin is a notable inventor whose work in customer feedback analysis has the potential to transform how businesses interact with their customers. His innovative patent and dedication to improving customer experience highlight his significant contributions to the field.