US 11,699,113 B1
Systems and methods for digital analysis, test, and improvement of customer experience
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); and Ryan R. Cannon, Tampa, FL (US)
Filed by Sykes Enterprises, Incorporated, Tampa, FL (US)
Filed on Jun. 22, 2020, as Appl. No. 16/908,280.
Application 16/908,280 is a continuation in part of application No. 15/402,210, filed on Jan. 9, 2017, abandoned.
Claims priority of provisional application 62/867,998, filed on Jun. 28, 2019.
Int. Cl. G06Q 10/0631 (2023.01); G06Q 30/0201 (2023.01); G06F 16/38 (2019.01); G06F 16/35 (2019.01); G06F 16/36 (2019.01); G06Q 10/0639 (2023.01); G06N 3/08 (2023.01); G06V 20/40 (2022.01); G06Q 10/0637 (2023.01)
CPC G06Q 10/063112 (2013.01) [G06F 16/353 (2019.01); G06F 16/355 (2019.01); G06F 16/358 (2019.01); G06F 16/367 (2019.01); G06F 16/381 (2019.01); G06N 3/08 (2013.01); G06Q 10/06375 (2013.01); G06Q 10/06393 (2013.01); G06Q 10/06398 (2013.01); G06Q 30/0201 (2013.01); G06V 20/41 (2022.01)] 19 Claims
OG exemplary drawing
 
1. A computer implemented method for digitizing and analyzing shared experiences comprising the operations of:
(a) capturing by a provider computing device, Artifact Data that comprises
(i) event data generated by an event source software application running on at least one agent computing device, and
(ii) written transcript data that comprises one or a combination of (A) written communication data generated or received by the at least one agent computing device, or (B) transcribed audio data;
(b) storing the captured Artifact Data to a Digital Artifacts Database as one or more Shared Experience Database Records;
(c) performing a labeling analysis that associates label data with the one or more Shared Experience Database Records, wherein the label data comprises one or a combination of (i) a Customer Interaction Type identifier, (ii) a Customer Interaction Segment identifier, or (iii) a Process identifier; and
(d) generating an Opportunity Explorer graphical user interface that displays the Artifact Data and the label data for one or more Shared Experience Database Records, wherein at least part of the Artifact Data and at least part of the label data is displayed as a function of time over the duration of one or more shared experiences;
(e) generating an Experiment Hypothesis that includes
(i) a Solution comprising instruction to be implemented by the at least one agent computing device, and
(ii) a Success Criteria that is satisfied or not satisfied based on the Artifact Data,
(f) transmitting the Solution to the at least one agent computing device;
(g) implementing the Solution by the at least one agent computing device by performing the instructions prior to capturing the Artifact Data by the provider computing device;
(h) processing by hypothesis testing software code, the captured Artifact Data to determine whether the Success Criteria is satisfied; and
(i) performing a Cost/Benefit Analysis to determine a Return on Investment when the Success Criteria is satisfied.