US 12,137,186 B2
Customer journey contact linking to determine root cause and loyalty
Michael C. Dwyer, Fort Myers, FL (US); Erik A. Strand, Fort Myers, FL (US); Scott R. Wolf, Fort Myers, FL (US); Frank Salinas, Fort Myers, FL (US); Jeffrey A. Gallino, Lexington, MA (US); Scott A. Kendrick, Fort Myers, FL (US); and Shaoyu Xue, Valrico, FL (US)
Assigned to CallMiner, Inc., Waltham, MA (US)
Filed by CallMiner, Inc., Waltham, MA (US)
Filed on Mar. 1, 2022, as Appl. No. 17/683,983.
Application 17/683,983 is a continuation of application No. 17/135,354, filed on Dec. 28, 2020, granted, now 11,277,516.
Application 17/135,354 is a continuation of application No. 16/386,499, filed on Apr. 17, 2019, granted, now 10,992,807, issued on Apr. 27, 2021.
Application 16/386,499 is a continuation of application No. 15/194,742, filed on Jun. 28, 2016, granted, now 10,313,520, issued on Jun. 4, 2019.
Application 15/194,742 is a continuation of application No. 14/592,510, filed on Jan. 8, 2015, granted, now 9,413,891, issued on Aug. 9, 2016.
Claims priority of provisional application 62/005,857, filed on May 30, 2014.
Claims priority of provisional application 61/924,909, filed on Jan. 8, 2014.
Prior Publication US 2022/0272196 A1, Aug. 25, 2022
Int. Cl. H04M 3/51 (2006.01); G06F 21/62 (2013.01); G06F 40/279 (2020.01); G06F 40/30 (2020.01); G10L 15/02 (2006.01); G10L 15/08 (2006.01); G10L 15/18 (2013.01); G10L 15/26 (2006.01); G10L 15/30 (2013.01); G10L 25/72 (2013.01); H04M 3/42 (2006.01)
CPC H04M 3/5175 (2013.01) [G06F 21/6254 (2013.01); G06F 40/279 (2020.01); G06F 40/30 (2020.01); G10L 15/02 (2013.01); G10L 15/1815 (2013.01); G10L 15/26 (2013.01); G10L 15/30 (2013.01); G10L 25/72 (2013.01); H04M 3/42221 (2013.01); H04M 3/5191 (2013.01); G10L 2015/088 (2013.01); H04M 2203/301 (2013.01); H04M 2203/303 (2013.01); H04M 2203/401 (2013.01); H04M 2203/551 (2013.01); H04M 2203/6009 (2013.01)] 30 Claims
OG exemplary drawing
 
1. A method of managing a customer journey, comprising:
receiving a first communication from a customer, the first communication being associated with an enterprise;
receiving a second communication from the customer, the second communication being associated with a same enterprise;
analyzing the first communication and the second communication using a computer-based communications analytics facility for a language characteristic and at least one non-word characteristic, the at least one non-word characteristic including at least one of a non-word symbol or an acoustic characteristic;
linking the first communication and the second communication as being associated with the enterprise and being from the same customer, the linking involving storing information from the language characteristic and the at least one non-word characteristic in a unified database;
determining, based on the stored information, a root cause of repeat contact of the customer with the enterprise and a loyalty score for the customer;
determining, from the at least one of the non-word symbol or the acoustic characteristic, an emotional state indicator of the customer;
providing, via a graphical user interface, a dynamic graphical representation of the emotional state indicator, the dynamic graphical representation including a visual indication; and
changing the visual indication based on the emotional state indicator,
wherein the unified database is searchable by a user according to discrete searches, and the discrete searches are configured to be weighted by the user, whereby false positive and false negative search results are minimized by the weighted discrete searches.