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:
Sep. 05, 2023
Filed:
Jul. 13, 2022
Dell Products L.p., Round Rock, TX (US);
Anne Marie McReynolds, San Jose, CA (US);
Ming Qian, Allston, MA (US);
Christopher O'Bryon Hill, Bellevue, WA (US);
Dell Products L.P., Round Rock, TX (US);
Abstract
Methods and systems for managing customer encountered issue resolution are disclosed. To manage the customer encountered issue resolution, tickets for the customer encountered issues may be managed to reduce suffering and reduce the rate of ticket churn. To do so, customer pain levels may be identified and used to prioritize resource deployment for ticket resolution. The tickets may be classified into groups for resolution via automated or human-assisted processes, which may be limited in capacity. To ascertain the pain levels of the customers, communications from the customers may be emotionally analyzed to identify emotions present in the customers. The identified emotions may be used to identify whether performed remediation processes for resolving the customer encountered issues were successful, and to what extent they were successful. Information obtained through previous ticket resolutions may be used to prioritize which approach to use to resolve subsequently encountered tickets for customer encountered issues.