Patent ID: 11948160
Assignee: CYARA SOLUTIONS PTY LTD
Field: IT methods for management (Electrical engineering)
Classification: CPC G | IPC G

Claim 3:
4. A method for autogenerated synthetic operational customer satisfaction scoring and analysis, comprising the steps of:
retrieving a test case from the test database;
establishing a test execution environment based on the test execution configuration of the test case;
executing the test script, according to the test execution configuration, within the test execution environment; and
transmitting, according to the test execution configuration, a plurality of synthetic calls via a plurality of communication channels comprising at least a telephony network, wherein the plurality of synthetic calls comprise a test group;
monitoring the synthetic calls that transmitted during the customer journey test case;
logging an event that occurs during the synthetic call customer journey test case;
retrieving the synthetic operational score associated with the logged event from the event database;
aggregating the synthetic operational scores associated with a test group of customer journey test cases;
calculating a synthetic operational customer satisfaction score for the test group using the aggregated synthetic operational scores;
storing the calculated synthetic operational customer satisfaction score in the event database; and
sending the calculated synthetic operational customer satisfaction score to an operations optimization engine;
analyzing at least a portion of the received data to determine an infrastructure component which corresponds to a logged synthetic call event; and
suggesting an alternative infrastructure configuration to maximize customer satisfaction gain.