REAL-TIME CUSTOMER FEEDBACK

• US 20140044250A1
• Filed: 08/07/2012
• Published: 02/13/2014
• Est. Priority Date: 08/07/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Gartner, Jeffrey G., Saunders, Marc, Peacock, Nathan L., Lidstone, Glenn
• Granted Patent: US 9,386,144 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/00 Automatic or semi-automatic exchanges
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent'"'"'s performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.

Claims

1. A method, comprising:

establishing, by at least one processor, a voice communication session between era human agent and a customer;

during the voice communication session between the human agent and the customer;

receiving, by the at least one processor, an indication of customer feedback regarding the voice communication session; and

in response to determining that an action should be performed based on the customer feedback, initiating, by the at least one processor, the action during the voice communication session between the human agent and the customer.

3. The method of claim 1, wherein the indication is received from one or more of an instant message (IM), an email, a short message service (SMS) message, a multimedia message service (MMS) message, a feedback webpage, dual-tone multi-frequency signaling key codes, social network, and a chat link.

4. The method of claim 1, wherein the feedback is received in response to sending a request to the customer for the customer feedback.

5. The method of claim 1, further comprising providing a menu to the customer for receiving the feedback.

6. The method of claim 1, wherein the menu is an audio menu.

8. The method of claim 1, further comprising:

before initiating the action, the at least one processor determining, based on the customer feedback and predetermined rules, the action to be initiated.

9. The method of claim 8, wherein the identity of the customer is used in determining the action to be initiated.

10. The method of claim 1, wherein the action comprises one or more of:

providing the customer feedback to the human agent;

providing the customer feedback to a third party;

including the third party in the voice communication session; and

prompting the customer for additional feedback.

11. The method of claim 10, wherein the third party is one or more of a supervisor and a more experienced human agent.

12. The method of claim 1, further comprising recording the communication session.

21. The method of claim 1, wherein the indication of customer feedback provided during the voice communication session between the human agent and the customer is provided by the customer using dual-tone multi-frequency tones that are filtered from the voice communication session so that the human agent does not hear the tones during the voice communication session.

22. The method of claim 1, wherein the indication of customer feedback provided during the voice communication session between the human agent and the customer results in the agent changing a script to provide different information to the customer.

23. The method of claim 1, further comprising:

determining a time that the indication of customer feedback was provided during the voice communication session; and

in response to the determined time, modifying a portion of a script that the agent was reading during the determined time.

2. (canceled)

7. (canceled)

13. The method of claim 7, further comprising, during the voice communication session:

analyzing the voice communication session to identify key words communicated during the voice communication session; and

in response to identifying a key word, initiating, by the at least one processor, the action.

14. A communication device, comprising:

a non-transitory computer readable medium;

a processor; and

an application stored in the computer readable medium and running on the processor, wherein the application;

establishes a voice communication session between a human agent and a customer;

during the voice communication session between the human agent and the customer;

receives an indication of customer feedback regarding the voice communication session; and

in response to determining that an action should be performed based on the customer feedback, initiates the action during the voice communication session between the human agent and the customer.

16. The communication device of claim 14, wherein the indication is received by the same mode of communication used for the voice communication session.

18. The communication device of claim 16, wherein the application further:

records a time during the voice communication session at which the customer feedback was received.

15. (canceled)

17. The communication device of claim 15, wherein the application further:

identifies the customer using stored customer information; and

determines the action to initiate, wherein the action is determined based in part by the customer information.

19. A computer readable medium including computer executable instructions stored onto the computer readable medium which, when executed by one or more processors of a computer, causes the computer to perform a method of receiving customer feedback, the method comprising:

establishing a voice communication session between a human agent and a customer;

during the voice communication session between the human agent and the customer;

receiving an indication of customer feedback regarding the voice communication session; and

in response to determining that the customer feedback is negative, initiating a mitigation step during the voice communication session between the human agent and the customer.

20. The computer readable medium of claim 19, wherein the method further comprises:

identifying the customer using stored customer information; and

determining the mitigation step to initiate, wherein the mitigation steps is determined based in part on the customer information.