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TMC American Express Global Business Travel has secured another patent in the US to protect its proprietary invention for using artificial intelligence (AI) to monitor and improve customer satisfaction.
Amex GBT has been granted its fifth patent by the United States Patent and Trademark Office. The TMC has previously secured patents in areas such as booking and chatbot technologies.
The latest patent, which is for technology entitled Determining Customer Risk of Attrition, uses machine learning to gather “sentiment scores” from customer feedback channels. This data is then analysed to “uncover the contributing factors” leading to both high and low satisfaction and retention rates from clients.
“The invention displays the insights in an interactive graphical user interface, used to visualise trends from the onset of the relationship and deploy actions to improve these metrics going forward,” explained the TMC in a statement.
Marc Braner, vice president, senior counsel technology and IP at Amex GBT, added: “We are constantly working on new and innovative ways to meet our customers’ needs.
“Data science and machine learning technology help us continually assess customer sentiment and act quickly to resolve any issues that may come up. This creates a winning combination of emerging technology and service with a human touch.”
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