Efficient mechanism for customer feedback from a voice call

• US 10,560,577 B2
• Filed: 03/20/2015
• Issued: 02/11/2020
• Est. Priority Date: 03/20/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Ryan, Adrian, Geary, Dara, Meaney, William, Crowley, Patrick, Kelly, Edel
• Primary Examiner(s): Bezuayehu, Solomon G
• Application Number:
  US14/664,363
• Publication Number:
  US 20160277576A1
• Time in Patent Office: 1,789 Days
• Field of Search: 37926501-25601
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 7/1295 Details of dual tone multiple frequency signalling

Abstract

System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.

Claims

1. A method to provide customer feedback in a telephone call between a customer and a human agent of a contact center, comprising:

monitoring by a processor an audio media stream from the customer during a voice-based communication interaction of the telephone call between the customer and the human contact center agent;

detecting by the processor a feedback code generated by the customer during the voice-based telephone call between the customer and the human contact center agent and related to the customer'"'"'s satisfaction with the human contact center agent during the call; and

interpreting by the processor the detected feedback code and assigning by the processor a feedback rating based on the interpretation of the detected feedback code, wherein multiple feedback codes are received and an overall feedback rating is calculated as a time-weighted sum of all feedback codes entered by the customer during the telephone call weighted by the time since the beginning of the telephone call for the first feedback code and since the previous feedback code for one or more feedbacks codes entered after the first feedback code.

2. The method of claim 1, further comprising the step of notifying the customer of an ability to provide feedback by use of DTMF feedback codes.

3. The method of claim 1, wherein the feedback code comprises one of a first code to indicate a positive feedback or a second code to indicate a negative feedback.

4. The method of claim 1, wherein how to handle multiple feedback codes is a configurable option.

5. The method of claim 1, wherein the processor sequences a feedback code interpreter into the voice-based communication of the telephone call.

11. The method of claim 1, wherein the processor monitors an audio media stream from the customer for a feedback code while disregarding any feedback codes in an audio media stream from an agent at the contact center.

13. The method of claim 1, wherein the feedback rating is provided by the processor to the contact center agent during the voice-based communication interaction of the telephone call.

14. The method of claim 1, wherein the feedback code is used to affect at least one feedback counter, the at least one feedback counter is associated with at least one of:

a service that the contact center agent is staffing;

or

the contact center agent himself.

15. The method of claim 1, wherein the feedback code is used to affect at least one feedback counter, the at least one feedback counter comprises first and second counters, the first counter associated with a service that the contact center agent is staffing, and the second counter associated with the contact center agent himself.

17. The method of claim 1, wherein the feedback code is generated by the activation of multiple keys on a keypad to generate the feedback code, wherein the feedback code defined by the activation of the multiple keys is interpreted by the processor.

18. The method of claim 1, wherein the feedback code comprises a dual tone multi frequency (DTMF) feedback code within the monitored media stream.

6. A system to provide customer feedback in a telephone call between a customer and a human agent of a contact center, comprising:

a server comprising a processor and a memory storing software instructions, the processor coupled to the memory executes the software instructions to;

monitor an audio media stream from the customer during a voice-based communication interaction of the telephone call between the customer and the human contact center agent;

detect a feedback code generated by the customer during the voice-based telephone call between the customer and the human contact center agent and related to the customer'"'"'s satisfaction with the human contact center agent during the call; and

interpret the detected feedback code and assign a feedback rating based on the interpretation of the detected feedback code, wherein multiple feedback codes are received and an overall feedback rating is calculated as a time-weighted sum of all feedback codes entered by the customer during the telephone call weighted by the time since the beginning of the telephone call for the first feedback code and since the previous feedback code for one or more feedbacks codes entered after the first feedback code.

7. The system of claim 6, wherein the processor further executes the software instructions to notify the customer of an ability to provide feedback by use of DTMF feedback codes.

8. The system of claim 6, wherein the feedback code comprises one of a first code to indicate a positive feedback or a second code to indicate a negative feedback.

9. The system of claim 6, wherein how to handle multiple feedback codes is a configurable option.

10. The system of claim 6, wherein the processor further executes the software instructions to assign a second feedback rating from the detected feedback code.

12. The system of claim 7, where the processor further executes the software instructions to sequence a feedback code interpreter into the voice-based communication of the telephone call.

16. The system of claim 7, wherein the feedback code is used to affect at least one feedback counter, the at least one feedback counter is associated with at least one of:

a service that the contact center agent is staffing;

or

the contact center agent himself.

19. The system of claim 6, wherein the feedback code comprises a dual tone multi frequency (DTMF) feedback code within the monitored media stream.