| CPC G06Q 30/0201 (2013.01) | 6 Claims |
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1. A system for autogenerated synthetic operational customer satisfaction scoring and analysis, comprising:
an event database comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to:
store a plurality of events, each event comprising at least an event descriptor and a synthetic operational score; and
an infrastructure database comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to:
store a plurality of infrastructure data comprising at least enterprise-specific infrastructure components and configurations, and historical infrastructure configuration information; and
a customer journey test management server comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to:
retrieve a test case from the test database;
establish a test execution environment based on the test execution configuration of the test case;
execute the test script, according to the test execution configuration, within the test execution environment; and
transmit, according to the test execution configuration, a plurality of synthetic calls via a plurality of communication channels comprising at least a telephony network, wherein the plurality of synthetic calls comprise a test group; and
a customer journey event server comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to:
monitor the synthetic calls that transmitted during the customer journey test case;
log an event that occurs during the synthetic call customer journey test case;
retrieve the synthetic operational score associated with the logged event from the event database;
aggregate the synthetic operational scores associated with a test group of customer journey test cases;
calculate a synthetic operational customer satisfaction score for the test group using the aggregated synthetic operational scores;
store the calculated synthetic operational customer satisfaction score in the event database; and
send the calculated synthetic operational customer satisfaction score to an operations optimization engine; and
an operations optimization engine comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to:
receive a plurality of stored and third-party data comprising at least the calculated synthetic operational customer satisfaction score and infrastructure, event log, enterprise-specific customer satisfaction metrics, test case configuration, and log server information and use machine learning to:
analyze at least a portion of the received data to determine an infrastructure component which corresponds to a logged synthetic call event; and
suggest an alternative infrastructure configuration to maximize customer satisfaction gain.
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