US Patent Issued to State Farm Mutual Automobile Insurance on Jan. 20 for "Customer effort evaluation in a contact center system" (Illinois Inventors)

ALEXANDRIA, Va., Jan. 20 -- United States Patent no. 12,530,707, issued on Jan. 20, was assigned to State Farm Mutual Automobile Insurance Co. (Bloomington, Ill.).

"Customer effort evaluation in a contact center system" was invented by Kimberly Zarecki (Bloomington, Ill.), Chris Johnson (Downs, Ill.) and Marvin Roisland (El Paso, Ill.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A contact center system can track and evaluate dialogue data, telephony data, and/or application usage data associated with communication sessions between customers and representatives. The contact center system can identify communication sessions that have dialogue data containing keywords of one or more keyword categories, such a...