Patent ID: 7801761
Filing Date: 2010-09-21
Classification: G06Q

Abstract:
1. A method for tracking a satisfaction level of a customer by computing a customer satisfaction index of the customer when a product of a brand from a manufacturer is bought and used based on a plurality of transactions of the customer associated with the product of the brand and a plurality of intent parameters, the method comprising the steps of: (a) retrieving from a database the plurality of intent parameters including: (b) computing via an intentional context processor subsystem: a product specific intent (PSI) level based on the plurality of intent parameters and the plurality of transactions; a product variation intent (PVI) level based on the plurality of intent parameters and the plurality of transactions; and a brand specific intent (BSI) level based on the plurality of intent parameters and the plurality of transactions; (c) computing via a satisfaction index evaluator subsystem: a recent past intent (RP) factor based on a plurality of PSI levels, a plurality of PVI levels, and a plurality of BSI levels associated with the plurality of transactions; and the customer satisfaction index (SI) based on the PSI level, the PVI level, the BSI level, and the RP factor; (d) obtaining via an ISM updater subsystem an intent state machine (ISM) associated with the customer, wherein the ISM comprises a plurality of intent states; and (e) updating via the ISM updater subsystem the ISM based on an intent state of the plurality of intent states, the PSI level, the PVI level, the BSI level, and the SI.