EFFICIENT MECHANISM FOR CUSTOMER FEEDBACK FROM A VOICE CALL

• US 20160277576A1
• Filed: 03/20/2015
• Published: 09/22/2016
• 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
• Granted Patent: US 10,560,577 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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 contact center, 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.

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, further comprising the steps of:

accepting a spoken utterance from a customer; and

applying speech analytics to the spoken utterance to determine a feedback.

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

5. The method of claim 1, wherein the DTMF feedback code may be entered by a customer only once per call.

6. The method of claim 1, wherein the feedback rating comprises a time-weighted function of all feedback codes entered by the customer during the call.

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

8. The method of claim 1, further comprising:

assigning a second feedback rating from the detected feedback code.

9. The method of claim 1, wherein the DTMF feedback code comprises a numeric rating.

10. A system to provide customer feedback in a telephone call between a customer and a contact center, comprising:

a monitoring module configured to monitor an audio media stream from the customer in the telephone call;

a detection module configured to detect a dual tone multi frequency (DTMF) feedback code within the monitored media stream; and

an assignment module to assign a feedback rating from the detected feedback code.

11. The system of claim 10, further comprising the step of notifying the customer of an ability to provide feedback by use of DTMF feedback codes.

12. The system of claim 10, further comprising:

a microphone to accept a spoken utterance from a customer; and

a speech analytics module to analyze the spoken utterance to determine a feedback.

13. The system of claim 10, wherein the DTMF feedback code comprises one of a first code to indicate a positive feedback and a second code to indicate a negative feedback.

14. The system of claim 10, wherein the DTMF feedback code may be entered by a customer only once per call.

15. The system of claim 10, wherein the feedback rating comprises a time-weighted function of all feedback codes entered by the customer during the call.

16. The system of claim 10, wherein how to handle multiple feedback codes is a configurable option.

17. The system of claim 10, wherein the assignment module is further configured to assign a second feedback rating from the detected feedback code.

18. The system of claim 10, wherein the DTMF feedback code comprises a numeric rating.