Dhananjay Bansal - Reston VA, US Scott D. Spera - Cincinnati OH, US Nancy Gardner - Rockport ME, US John C. Georgesen - Maineville OH, US
Assignee:
Convergys CMG Utah, Inc. - Salt Lake City UT
International Classification:
G06Q 10/00
US Classification:
705 11, 705304, 705347, 37921001
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.
Method And System For Creating Natural Language Understanding Grammars
Dhananjay Bansal - Reston VA, US Nancy Gardner - Rockport MA, US Kristie Goss - Sylacauga AL, US Matthew Yuschik - Andover MA, US Sunil Issar - Ashburn VA, US Woosung Kim - Mason OH, US Jayant Naik - Mason OH, US
Assignee:
Convergys CMG Utah, Inc. - Salt Lake City UT
International Classification:
G10L 21/00 G10L 15/22
US Classification:
704275, 704270, 7042701, 704257
Abstract:
Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.
System And Method For Improving Tuning Using User Provided Satisfaction Scores
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.
Name / Title
Company / Classification
Phones & Addresses
Nancy Gardner
HUGHES KITCHENS AND BATH LLC
Nancy Gardner
RGM PSYCHOTHERAPY RESOURCES, INC
Nancy C. Gardner Incorporator
CUSTOMIZED AUTO CREDIT SERVICES, INC
Nancy C. Gardner Incorporator
BMW LEASING CORPORATION
Nancy Gardner
BLOCK FAMILY FARMS, LTD
Nancy G. Gardner Principal
Ngardner Group, Inc Business Consulting Services · Business Services
The Council in November asked staff to create an ordinance that would ban both gas and electric blowers, except in commercial and city-owned areas. Those areas have grounds crews who can be directed to use modern, quiet blowers at set times, said Mayor Pro Tem Nancy Gardner, so noise issues can be monitored and controlled.
Myrtle Short, Laura Keener, Eric Powell, Jeffrey Scott, Yolanda Fowler, Jonathan Hunter, David Tilley, Ronnie Miller, Donna Chepenik, Sharon Cearley, Lorrie Benge
Washington Elementary School Evansville IN 1940-1948, Howard Roosa Elementary School Evansville IN 1947-1948, Twin Valley North High School Lewisburg OH 1962-1966
Rockport Mobile Technologies - Principal Analyst (2010) Convergys - Senior Analyst (2006-2010) HTI Voice Solutions - Lead Designer (2005-2006) SpeechWorks - Design Consultant (2004-2005) Assistive Care Technologies, Inc. - Co-founder & Design Director (2001-2004) Lernout & Hauspie - Design Manager (1998-2001) Harlequin Enterprises Ltd - Senior Designer (1996-1998) Dragon Systems - Senior Usability Engineer (1993-1996) Faxon Company - Corporate Design Director (1984-1993) Gardner/Richland Design - Co-founder & Principal (1981-1984)
About:
Innovations: new models for usability field research I am well-known in the speech industry for implementing the usability focus for the first release of Dragon Naturally Speaking. Business acumen:...
Tagline:
No snowbank too high
Bragging Rights:
• Recognized for VUI design professional services for the U.S. Postal Service by setting usability benchmarks, allowing for project adherence and leading to improvement of IVR customer satisfaction from 58% to 73% in 1st year; results included $1.5 million risk reward revenue • Presented innovative ideas at SpeechTek: “Prescriptions for Healthcare IVRs,” “Meeting Business Goals with Speech,” “Methodologies for Designing and Implementing Voice User Interfaces” • Co-inventor on 3 patents (2 pending)
Nancy Gardner
Education:
Indiana University - Law, Washington University in St. Louis - Biology
Nancy Gardner
Education:
Western Brown High School
Relationship:
Married
About:
Nancy Marie Gardner
Tagline:
I Love David!!!
Nancy Gardner
Work:
Home Office - Fiction Writer
Nancy Gardner
Tagline:
The author of "The Broker's Bible - the way back to profit for today's real estate company". President of a real estate management consulting and training firm who believes that we have to get better at what we do in order to make a profit doing it. Originally from Nashville, TN and currently resides in Reston, VA.