Patent Document ID: 9942400
Application ID: 15605333

Base Claim:
1. A customer analysis method for analyzing electronic customer communication data and generating behavioral assessment data, which method comprises: receiving a plurality of types of electronic customer communication data by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic customer communication data includes voice data, and at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup; generating a text file from the voice data; identifying a customer associated with the electronic customer communication data received by the one or more servers; generating behavioral assessment data by analyzing the text file and the at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup for that identified customer; and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data, wherein the user includes the identified customer or a customer service agent.

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Claim 7:
7. The customer analysis method of claim 1 , wherein the one or more servers includes a third-party server adapted to send and receive communications.