SYSTEM FOR AND METHOD OF MEASURING CALLER INTERACTIONS DURING A CALL SESSION

• US 20120008754A1
• Filed: 07/07/2010
• Published: 01/12/2012
• Est. Priority Date: 07/07/2010
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Mukherjee, Sumit Kumar, Bhasin, Vishal, Mehrotra, Prateek, Venugopal, Kannan
• Granted Patent: US 8,848,882 B2
• Time in Patent Office: Days
• US Class Current: 379/88.18
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• 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 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system for and method of monitoring caller interactions during a call session is presented. The system and method for monitoring caller interaction may include receiving information from a call session between a caller and an automated voice portal system via a communication network, monitoring caller interaction points accumulated during the call session, comparing a sum of caller interaction points accumulated during the call session with the automated voice portal system with the caller interaction threshold, and taking one or more actions in response to the sum of the caller interaction points exceeds the caller interaction threshold.

Claims

1. A method, comprising:

receiving, via an input module, information from a call session between a caller and an automated voice portal system via a communication network;

monitoring caller interaction points accumulated during the call session;

comparing, via a processing module, a sum of the caller interaction points accumulated during the call session with the automated voice portal system with a caller interaction threshold; and

taking, via the processing module, one or more actions in response to the sum of the caller interaction points exceeds the caller interaction threshold.

2. The method of claim 1, further comprising preprocessing the information from the call session.

3. The method of claim 1, further comprising monitoring a number of misrecognitions by the automated voice portal system.

4. The method of claim 1, further comprising categorizing a plurality of interactive modules of the automated voice portal system into a plurality of groups of interactive modules.

5. The method of claim 4, wherein categorizing a plurality of interactive modules is based at least in part on a rate of misrecognitions associated with each of the plurality of interactive modules.

6. The method of claim 4, further comprising assigning different caller interaction points for misrecognitions for each of the plurality of groups of interaction modules.

7. The method of claim 4, further comprising assigning different caller interaction points for good recognitions for each of the plurality of groups of interaction modules.

8. The method of claim 1, further comprising monitoring a change in volume of the caller'"'"'s speech during the call session.

9. The method of claim 8, wherein monitoring a change in volume of the caller'"'"'s speech further comprises assigning different caller interaction points for different levels of changes in the volume of the caller'"'"'s speech during the call session.

10. The method of claim 1, further comprising monitoring derogatory language used by the caller during the call session.

11. The method of claim 10, wherein monitoring derogatory language further comprises assigning different caller interaction points for different derogatory language used by the caller during the call session.

12. The method of claim 1, further comprising determining the caller interaction threshold of the caller based at least in part on a previous call session of the caller with the automated voice portal system.

13. A system, comprising:

an input module configured to receive information from a call session between a caller and an automated voice portal system via a communication network; and

a processing module configured to compare a sum of caller interaction points with the automated voice portal system with the caller interaction threshold and take one or more actions in response to the sum of the caller interaction points exceeds the caller interaction threshold.

14. The system of claim 13, further comprises a database module configured to store the information from the call session.

15. The system of claim 13, further comprises a misrecognition module configured to monitor caller interaction points for misrecognitions by the automated voice portal system.

16. The system of claim 15, wherein the misrecognition modules is further configured to categorize a plurality of interactive modules of the automated voice portal system into a plurality of groups of interactive modules.

17. The system of claim 16, wherein the misrecognition module is configured to categorize the plurality of interactive modules based at least in part on a rate of misrecognitions associated with each of the plurality of interactive modules.

18. The system of claim 16, wherein the misrecognition modules is further configured to assign different caller interaction points for misrecognitions for each of the plurality of groups of interaction modules.

19. The system of claim 16, wherein the misrecognition modules is further configured to assign different caller interaction points for good recognitions for each of the plurality of groups of interaction modules.

20. The system of claim 13, further comprises a caller tone/pitch module configured to monitor a change in volume of the caller'"'"'s speech during the call session.

21. The system of claim 20, wherein the caller tone/pitch module is further configured to assign different caller interaction points for different levels of changes in the volume of the caller'"'"'s speech during the call session.

22. The system of claim 13, further comprises a language module configured to monitor derogatory language used by the caller during the call session.

23. The system of claim 22, wherein the language module is further configured to assign different caller interaction points for different derogatory language used by the caller during the call session.

24. The system of claim 13, further comprises a historical data module configured to determine a caller interaction threshold of the caller based at least in part on a previous call session of the caller with the automated voice portal system.