PERSONALIZED CUSTOMER SURVEYS

• US 20150287062A1
• Filed: 04/04/2014
• Published: 10/08/2015
• Est. Priority Date: 04/04/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Shaffer, Shmuel, Hickey, James
• Granted Patent: US 11,816,688 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer'"'"'s car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

Claims

1. A method comprising:

monitoring content of a first communication session between a first communication endpoint of a first user and a second communication endpoint of a second user to identify a first topic in the content of the first communication session;

generating a first survey that includes at least one dynamically-generated question based on the identified first topic; and

presenting or sending the first survey to the first user of the first communication endpoint.

2. The method of claim 1, wherein the first topic is one of a plurality of topics,

wherein the plurality of topics are incorporated into at least two separate questions in the first survey, and wherein the survey is presented to the user by an Interactive Voice Response (IVR) system or sent to the user via a text message.

3. The method of claim 1 further comprising:

monitoring content of a second communication session to identify a second topic, the second communication session corresponding to a communication session established in response to the first communication session being transferred from the second communication endpoint to a third communication endpoint; and

incorporating the second topic into the first survey.

4. The method of claim 3, wherein incorporating the second topic into the first survey further comprises incorporating information of why the first communication session was transferred from the second communication endpoint to the third communication endpoint.

5. The method of claim 4, wherein incorporating the information of why the first communication session was transferred from the second communication endpoint to the third communication endpoint is not based on monitoring the content of the first communication session and wherein the information of why the first communication session was transferred comprises at least one of:

a supervisor determination to transfer the first communication session;

an agent leaving from a shift;

the agent leaving for a break; and

a note created by the agent after transferring the first communication session.

6. The method of claim 1 further comprising:

detecting a conferenced third communication endpoint into the first communication session, wherein monitoring the content of the first communication session to identify the first topic in the content of the first communication session further comprises identifying that the first topic was discussed with the second user at the second communication endpoint and identifying that a second topic was discussed with a third user at the third communication endpoint; and

wherein incorporating the first topic into the first survey further comprises incorporating the first topic into the first survey by associating the second user with the first topic and incorporating the second topic into the first survey by associating the third user with the second topic.

7. The method of claim 6, wherein the first communication session is transferred to the third communication endpoint and wherein the first survey includes a topic discussed after the first communication session is transferred to the third communication endpoint.

8. The method of claim 1, wherein the first communication endpoint is a communication endpoint of a plurality users and further comprising:

identifying the first user and a second user of the first communication endpoint in the first communication session, wherein monitoring the content of the first communication session to identify the first topic in the content of the first communication session further comprises identifying that the first topic is associated with the first user and a second topic is associated with the second user of the first communication endpoint and wherein incorporating the first topic into the first survey further comprises incorporating the first topic into the first survey by associating the first user with the first topic;

incorporating the second topic into a second survey by associating the second user of the first communication endpoint with the second topic; and

presenting or sending the second survey to the second user of the first communication endpoint.

9. The method of claim 1 further comprising:

monitoring content of a second communication session between the first user at a third communication endpoint and a third user at a fourth communication endpoint to identify a second topic in the content of the second communication session; and

incorporating the second topic into the first survey.

10. The method of claim 1, wherein the first communication session is prematurely disconnected and further comprising:

monitoring content of a second communication session between the first user at the first communication endpoint and the second user at the second communication endpoint to identify a second topic in the content of the second communication session; and

incorporating the second topic and information of why the first communication session was prematurely disconnected into the first survey, wherein the information of why the first communication session was prematurely disconnected is not based on the monitored content of the first communication session and wherein the information on why the first communication session was prematurely disconnected is based on at least one of;

a connection failure in a contact center;

a disconnection by an agent in the contact center;

a loss of a cell signal of the first communication endpoint of the first user;

a disconnection by the first user;

an incorrect transfer attempt by the agent in the contact center;

dropping a caller while attempting placing the caller on hold; and

the caller is disconnected before being given the survey.

11. The method of claim 1, wherein the survey further comprises a predefined question.

12. A system comprising:

a content monitor configured to monitor content of a first communication session between a first communication endpoint of a first user and a second communication endpoint of a second user to identify a first topic in the content of the first communication session;

a survey generator configured to generate a first survey that includes at least one dynamically-generated question based on the identified first topic; and

a surveying module configured to present or send the first survey to the first user of the first communication endpoint.

13. The system of claim 12 wherein:

the content monitor is further configured to monitor content of a second communication session to identify a second topic, the second communication session corresponding to a communication session established in response to the first communication session being transferred from the second communication endpoint to a third communication endpoint; and

the survey generator is further configured to incorporate the second topic into the first survey.

14. The system of claim 13, wherein the survey generator is further configured to incorporate information of why the first communication session was transferred from the second communication endpoint to the third communication endpoint.

15. The system of claim 12 wherein:

the content monitor is further configured to detect a conferenced third communication endpoint, identify that the first topic was discussed with the second user at the second communication endpoint and a second topic was discussed with a third user at the third communication endpoint; and

wherein the survey generator is further configured to incorporate the first topic into the first survey by associating the second user with the first topic and incorporate the second topic into the first survey by associating the third user with the second topic.

16. The system of claim 15, wherein the first communication session is transferred to the third communication endpoint and wherein the first survey includes a topic discussed after the first communication session is transferred to the third communication endpoint.

17. The system of claim 12, wherein the first communication endpoint is a communication endpoint of a plurality users and wherein:

the content monitor is further configured to identify the first user and a second user of the first communication endpoint in the first communication session and identify that the first topic is associated with the first user and a second topic is associated with the second user at the first communication endpoint;

the survey generator is further configured to incorporate the first topic into the first survey by associating the first user with the first topic and incorporate the second topic into a second survey by associating the second user of the first communication endpoint with the second topic; and

the surveying module is further configured to present or send the second survey to the second user of the first communication endpoint.

18. The system of claim 12 wherein:

the content monitor is further configured to monitor content of a second communication session between the first user at a third communication endpoint and a third user at a fourth communication endpoint to identify a second topic in the content of the second communication session; and

the survey generator is further configured to incorporate the second topic into the first survey.

19. The system of claim 12, wherein the first communication session is prematurely disconnected and wherein:

the content monitor is further configured to monitor content of a second communication session between the first user at the first communication endpoint and the second user at the second communication endpoint to identify a second topic in the content of the second communication session; and

the survey generator is further configured to incorporate the second topic and information of why the first communication session was prematurely disconnected into the first survey.

20. A non-transient computer readable medium having stored thereon instructions that cause a processor to execute a method, the method comprising:

instructions to monitor content of a first communication session between a first communication endpoint of a first user and a second communication endpoint of a second user to identify a first topic in the content of the first communication session;

instructions to generate a first survey that includes at least one dynamically-generated question based on the identified first topic; and

instructions to present or send the first survey to the first user of the first communication endpoint.