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

• US 6,868,154 B1
• Filed: 08/02/1999
• Issued: 03/15/2005
• Est. Priority Date: 08/02/1999
• Status: Expired due to Fees

• Current Assignee: Robert O. Stuart, Scott P. Stuart
• Original Assignee: Robert O. Stuart, Scott P. Stuart
• Inventors: Stuart, Scott P., Stuart, Robert O.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Sing, Simon P.
• Application Number:
  US09/366,114
• Time in Patent Office: 2,052 Days
• Field of Search: 379/265.06, 379/265.07, 379/265.09, 379/265.02, 379/265.03, 379/308, 379/309, 379/93.12, 379/221.01, 379/35, 379/88.09, 379/92.01, 379/265.13, 379/265.01, 705/26
• US Class Current: 379/265.06
• 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 monitoring a provision of a service comprising the steps of:

establishing a communication link with a live agent of a service provider that originates from a customer;

monitoring an exchange of information between said customer and said live agent of said service provider, and said exchange of information relating to a service;

triggering an action if said monitoring step detects a predetermined condition, and said predetermined condition includes at least one of a predetermined utterance, a predetermined keyed entry, and a predetermined change in a qualitative aspect of a spoken portion of said exchange of information; and

said action includes requesting feedback from said customer regarding said service before the communication link is terminated.

2. The method of claim 1 wherein said communication link includes at least one of a wireless link, a telecommunications link, an internet link and an ISDN link.

3. The method of claim 1 wherein said predetermined change includes at least one of a change in voice tonal quality and a change in voice volume.

4. The method of claim 1 wherein said exchange of information occurs between said customer and said live agent of said service provider;

and

said predetermined change includes a change in tonal quality in utterances originating from at least one of said customer and said live agent.

5. The method of claim 1 wherein said predetermined utterance includes a predetermined word.

6. The method of claim 1 wherein said exchange of information occurs between said customer and said live agent of said service provider;

and

said predetermined utterance includes a predetermined word originating from at least one of said customer and said live agent.

7. The method of claim 1 wherein said action includes alerting another live agent of said service provider before said communication link is terminated.

8. The method of claim 1 wherein said exchange of information occurs between said customer and a first live agent of said service provider;

and

said action includes alerting a second live agent of said service provider before said communication link is terminated.

9. The method of claim 1 wherein said action includes recording data relating to said exchange of information and data identifying said live agent.

10. The method of claim 9 wherein said exchange of information occurs between said customer and said live agent of said service provider;

and

said data includes at least one of said predetermined condition and an identity of said live agent.

11. The method of claim 1 wherein said establish step is performed with a plurality of different customers;

and

said monitoring step is performed on an intermittent sampling basis.

12. The method of claim 1 wherein said establish step is performed with a plurality of different customers;

and

said action includes at least on of alerting another live agent of said service provider, recording data relating to said exchange of information and requesting feedback from said customer regarding said service; and

said monitoring step is performed on an intermittent sampling basis.

13. The method of claim 1 including a step of associating feedback from said customer with telecommunications server data that includes data that identifies said live agent.

14. A system for monitoring a provision of a service comprising:

a communication link between a customer and a live agent of a service provider that originates from said customer;

an exchange of information between said customer and said live agent said service provider, said information relating to a service;

a monitoring device coupled to said communication link;

a triggered action if said monitoring device detects a predetermined condition that includes at least one of a predetermined utterance, a predetermined keyed entry, and a predetermined change in qualitative aspect of a spoken portion of said exchange of information;

a customer feedback system; and

said triggered action includes an activation of said customer feedback system before said communication link is terminated.

15. The system of claim 14 wherein said communication link includes at least one of a wireless link, a telecommunications link, an internet link and an ISDN link.

16. The system of claim 14 wherein said monitoring device includes at last one of a voice tonal change detector and a voice volume change detector;

and

said predetermined condition includes at least one of a change in voice tonal quality and a change in voice volume.

17. The system of claim 14 wherein said monitoring device includes a speech recognition subsystem.

18. The system of claim 14 wherein said monitoring device includes a keyed entry recognition subsystem.

19. The system of claim 14 wherein said triggered action includes an alert to another live agent of said service provider before said communication link is terminated.

20. The system of claim 14 further comprising a recorder coupled to said communication link;

and

said triggered action includes an activation of said recorder.

21. The system of claim 20 wherein said exchange of information occurs between said customer and said live agent of said service provider;

and

said recorder stores data that includes at least one of said predetermined condition and an identity of said live agent.

22. The system of claim 14 wherein said service provider provides services to a plurality of different customers;

and

said monitoring device is activated on an intermittent sampling basis.

23. The system of claim 14 wherein said service provider provides services to a plurality of different customers;

and

said monitoring device includes at least one of a voice volume change detector, a voice tonal change detector, a speech recognition subsystem and a character string recognition subsystem;

said action includes at least one of an alert to another live agent of said service provider, an activation of a recorder and an activation of said customer feedback system; and

said monitoring device is activated on an intermittent sampling basis.

24. The system of claim 14 further comprising a customer feedback system;

said triggered action includes an activation of said customer feedback system before said communication link is terminated; and

said customer feedback system including means for associating feedback from said customer with telecommunications server data that includes data that identifies said live agent.