Patents by Inventor John C. Georgesen

John C. Georgesen has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • System and method for improving tuning using user provided satisfaction scores
    Patent number: 9406075
    Abstract: A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.
    Type: Grant
    Filed: July 10, 2013
    Date of Patent: August 2, 2016
    Assignee: Convergys Customer Management Deleware LLC
    Inventors: Dhananjay Bansal, Nancy Gardner, John C. Georgesen, James H. Lythgoe, Scott D. Spera
  • System and method for improving tuning using user provided satisfaction scores
    Patent number: 8504379
    Abstract: A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.
    Type: Grant
    Filed: January 18, 2012
    Date of Patent: August 6, 2013
    Assignee: Convergys Customer Management Delaware LLC
    Inventors: Dhananjay Bansal, Nancy Gardner, John C. Georgesen, James H. Lythgoe, Jr., Scott D. Spera
  • System and method for improving tuning using caller provided satisfaction scores
    Patent number: 8126723
    Abstract: A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.
    Type: Grant
    Filed: December 18, 2008
    Date of Patent: February 28, 2012
    Assignee: Convergys CMG Utah, Inc.
    Inventors: Dhananjay Bansal, Scott D. Spera, Nancy Gardner, James H. Lythgoe, Jr., John C. Georgesen