Cory L Osborn

US Patent:

20150356579, Dec 10, 2015

Filed:

Jun 1, 2015

Appl. No.:

14/727606

Inventors:

- Seattle WA, US
Timothy Tew Fiorito - Seattle WA, US
Matthew Royce Ullman - Seattle WA, US
Cory Nicholas Osborn - Seattle WA, US

International Classification:

G06Q 30/02
G06N 5/04

Abstract:

A customer-centric feedback system is described herein that focuses attempts to gather customer feedback around the customer so that business rules can be applied to more effectively manage all of the feedback events associated with the customer in a unified and logical way. If the customer just had a bad experience with the merchant's service department, it may not be a good time to ask the customer about a purchase from the merchant's sales department. By being aware of both feedback events, and the outcome of the first event, the system could delay a second survey related to the second event until it is known that the customer's problem with the first event has been satisfactorily resolved. Knowledge of both events allows the system to increase accuracy of feedback gathered for the second event by preventing dissatisfaction from the first event from bleeding over to feedback for the second event.