System and method for providing a service to a customer via a communication link

• US 20050141693A1
• Filed: 01/07/2005
• Published: 06/30/2005
• Est. Priority Date: 08/02/1999
• Status: Abandoned Application

• Current Assignee: Robert O. Stuart, Scott P. Stuart
• Original Assignee: Robert O. Stuart, Scott P. Stuart
• Inventors: Stuart, Scott P., Stuart, Robert O.
• Application Number:
  US11/031,933
• Publication Number:
  US 20050141693A1
• Time in Patent Office: Days
• US Class Current: 379/265.60
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An exchange of information occurs, and a service, such as a telephone number or catalog order, is provided by the service provider at least in part via the communication link. Before the customer terminates the communication link, he or she is requested to provide feedback, which preferably relates to the quality of the service provided. In another embodiment, the exchange of information is monitored, and an action, such as notifying a supervisor, is taken if a predetermined condition is detected, such as usage of unacceptable language by a call handling agent.

Claims

1. A method of obtaining customer feedback comprising the steps of:

establishing a communication link at least partially via a telecommunications server with at least one of a plurality of live agents of a service provider that originates from a customer;

providing a service at least in part by the live agent to the customer at least in part via said communication link;

requesting the customer to provide feedback data before said communication link is terminated;

if the customer provides feedback data, then associating said feedback data with telecommunications server data that includes an identity of the live agent.

2. The method of claim 1 further comprising a step of storing said telecommunications server data in association with said feedback data.

3. The method of claim 2 wherein said establishing step and said providing step are performed with a plurality of different customers;

and

said requesting step is performed on a intermittent basis.

4. The method of claim 3 wherein said providing step includes a step of providing said customer with information relating to a third party identified by the customer.

5. The method of claim 4 wherein said providing step includes an exchange of information between said customer and said live agent of said service provider.

6. The method of claim 5 further comprising the steps of:

analyzing a plurality of stored telecommunications server data and feedback data according to a specified criteria; and

reporting a result of said analyzing step.

7. The method of claim 1 further comprising a step of recognizing feedback data originating in at least one of a keyed format and a voice format.

8. A system for obtaining customer feedback comprising:

a communication link between a customer and at least one of a plurality of live agents of a service provider that originates from said customer and includes a telecommunications server;

a service provided to said customer at least in part by the live agent at least in part via said communication link;

a request to said customer to provide feedback data before said communication link is terminated; and

an association of provided feedback data with telecommunications server data that includes an identity of the live agent.

9. The system of claim 8 further comprising a data storage device operably coupled to said communication link.

10. The system of claim 9 wherein said data storage device includes means for storing said telecommunications server data in association with said provided feedback data.

11. The system of claim 10 wherein said service provider provides services to a plurality of different customers;

and

said request is made on an intermittent sampling basis.

12. The system of claim 11 wherein said service includes a provision of information to said customer relating to a third party identified by the customer.

13. The system of claim 12 wherein said service includes an exchange of information between said customer and said live agent of said service provider.

14. The system of claim 13 further comprising an analysis of a plurality of stored telecommunications server data and feedback data according to a specified criteria;

and

a report that includes a result of said analysis.

15. The system of claim 8 further comprising a data recognition device operably coupled to said communication link, and being capable of recognizing feedback data originating in at least one of a keyed format and a voice format.

16-39. -39. (canceled)