The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jul. 11, 2023
Filed:
Jun. 22, 2020
Sykes Enterprises, Incorporated, Tampa, FL (US);
David Pearson, Tampa, FL (US);
J. Shelton Hook, Jr., Tampa, FL (US);
Eric G. Palacio, Tampa, FL (US);
Richard Sadowski, Tampa, FL (US);
Stephen Berdy, Tampa, FL (US);
Joseph Flaska, Tampa, FL (US);
James Somers, Tampa, FL (US);
J. Brooke Aker, Tampa, FL (US);
John Romania, Tampa, FL (US);
Martin Hendrickse, Tampa, FL (US);
Donald Young, III, Tampa, FL (US);
Al Ryan Santiago, Tampa, FL (US);
John Kruper, Tampa, FL (US);
Matthew Christensen, Tampa, FL (US);
Ryan R. Cannon, Tampa, FL (US);
Other;
Abstract
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.