US Patent 9922649 System and method for customer interaction management

The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.