DISRUPTED CUSTOMER INTERACTION METRIC

Organization Name

bank of america corporation

Inventor(s)

James Goodwin of Holt MO (US)

Deacon Arokoyo of O'Fallon MO (US)

Jesse Wood of Mesa AZ (US)

Andy Pressnall of Highland IL (US)

Jay Newell of St. Charles MO (US)

Alex Fuentes of O'Fallon MO (US)

Amisha Pandey of New Delhi (IN)

Gregory Duez of O'Fallon MO (US)

Brady Kaughdrill of Lewisville TX (US)

DISRUPTED CUSTOMER INTERACTION METRIC

This abstract first appeared for US patent application 20250087066 titled 'DISRUPTED CUSTOMER INTERACTION METRIC

Original Abstract Submitted

systems and methods are provided for categorizing a plurality of customer interactions. the systems and methods may include monitoring the plurality of customer interactions for incidents at a plurality of user interfaces. the systems and methods may include recording the incidents. the systems and methods may include identifying a respective time and location in which each incident occurred. the systems and methods may include determining the existence of secondary user interfaces at the respective location for each incident. the systems and methods may include determining the operability of each respective secondary user interface during the respective time for each incident. the systems and methods may include categorizing each incident as either a failed customer interaction (“fci”) or disrupted customer interaction (“dci”). the systems and methods may include placing the fcis into an fci bucket and the dcis into a dci bucket.