	US 12,271,916 B2
	System and method for autogenerated synthetic operational customer satisfaction scoring and analysis
Alok Kulkarni, Glen Iris (AU); and Linda Chen, San Carlos, CA (US)
Assigned to Cyara Solutions Pty Ltd, Hawthorn (AU)
Filed by Cyara Solutions Pty Ltd, Hawthorn (AU)
Filed on Feb. 27, 2024, as Appl. No. 18/589,208.
Application 18/589,208 is a continuation of application No. 17/579,205, filed on Jan. 19, 2022, granted, now 11,948,160.
Prior Publication US 2024/0202747 A1, Jun. 20, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 30/0201 (2023.01); G06Q 30/016 (2023.01)

CPC G06Q 30/0201 (2013.01)

8 Claims

1. A system for autogenerated synthetic operational customer satisfaction scoring and analysis, comprising:

a computing device comprising a memory and a processor:

an infrastructure database comprising a first plurality of programming instructions stored in the memory which, when operating on the processor, causes the processor to:

store a plurality enterprise-specific infrastructure components and configurations associated with interactions between customers and an enterprise; and

a customer journey test management server comprising a second plurality of programming instructions stored in the memory which, when operating on the processor, causes the processor to:

retrieve a test case comprising:

a first plurality of events, each event of the first plurality of events comprising an interaction between a real customer and the enterprise via the enterprise-specific infrastructure components;

a test script comprising instructions for making one or more calls between a hypothetical customer and the enterprise via the enterprise-specific infrastructure components; and

a test execution configuration comprising a first configuration of the enterprise-specific infrastructure components;

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

make a plurality of calls between the hypothetical customer and the enterprise according to the first configuration of enterprise-specific infrastructure components; and

a customer journey event server comprising a third plurality of programming instructions stored in the memory which, when operating on the processor, causes the processor to:

monitor the calls made during the test case for one or more events of a second plurality of events occurring during the synthetic calls;

assign a synthetic operational score to each event of the second plurality of events;

aggregate the synthetic operational scores associated with a first configuration of the enterprise-specific infrastructure components;

calculate a synthetic operational customer satisfaction score for the first configuration using the aggregated synthetic operational scores;

store the calculated synthetic operational customer satisfaction score; and

send the calculated synthetic operational customer satisfaction score to an operations optimization engine; and

the operations optimization engine comprising a fourth plurality of programming instructions stored in the memory which, when operating on the processor, causes the processor to:

analyze the synthetic operational scores assigned to each event of the second plurality of events to identify an infrastructure component which reduces the synthetic operational customer satisfaction score; and

suggest a second configuration of enterprise-specific infrastructure components for testing that is likely to result in a higher synthetic operational customer satisfaction score.