US 11,816,688 B2
Personalized customer surveys
Shmuel Shaffer, Palo Alto, CA (US); and James Hickey, San Jose, CA (US)
Assigned to Avaya Inc., Basking Ridge, NJ (US)
Filed by Avaya Inc., Basking Ridge, NJ (US)
Filed on Apr. 4, 2014, as Appl. No. 14/245,855.
Prior Publication US 2015/0287062 A1, Oct. 8, 2015
Int. Cl. G06Q 30/0203 (2023.01)
CPC G06Q 30/0203 (2013.01) 20 Claims
OG exemplary drawing
 
1. A method, comprising:
monitoring, with a processor, content of a first communication session between a first communication endpoint of a first user and a second communication endpoint of a second user to identify specific words or gestures in the content of the first communication session;
generating, with the processor, a first survey that includes a dynamically-generated question based on the identified specific words or gestures; and
presenting or sending, with the processor, the first survey to the first user of the first communication endpoint after the first communication session is completed.