MUMBAI, India, July 24 -- Intellectual Property India has published a patent application (202521003687 A) filed by Tata Consultancy Services Limited on January 16, 2025, for Method And System For Large Language Model (llm) Based Computation Of Net Promoter Score (nps) To Ensure Customer Retention.
Inventors include Ghosh, Arindam; and Mishra, Amar Shankar.
The application for the patent was published on July 17, 2026, under issue no. 29/2026.
Abstract: ABSTRACT METHOD AND SYSTEM FOR LARGE LANGUAGE MODEL (LLM) BASED COMPUTATION OF NET PROMOTER SCORE (NPS) TO ENSURE CUSTOMER RETENTION This disclosure relates generally to a method of improving retention of a customer by a real-time assessment of a surveyless net promoter score (NPS). State-of-the-art methods utilizes the NPS as a quantitative data with context. NPS in general context is a tedious process of collecting customer feedback by using traditional surveys that are time consuming. This limits the depth of insights due to lack of assessment of sentiment and emotions of the customer with respect to the NPS. The method classifies the customer in real-time by deriving sentiments and an emotional state from a customer conversation. The classified customer is offered one or more recommendations based on the sentiment, the emotions derived, and one or more future behaviors. A feedback is obtained for the offered recommendation to identify a change in the overall NPS. The customer with a negative feedback is offered an alternate recommendation to improve the NPS. [
Disclaimer: Curated by HT Syndication.
