System and method for providing a service to a customer via a communication link
First Claim
1. A method of monitoring a provision of a service comprising the steps of:
- establishing a communication link with an automated agent of a service provider that originates from a customer;
monitoring an exchange of information between said customer and said automated 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.
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Accused Products
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.
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Citations
41 Claims
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1. A method of monitoring a provision of a service comprising the steps of:
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establishing a communication link with an automated agent of a service provider that originates from a customer; monitoring an exchange of information between said customer and said automated 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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24. A system for monitoring a provision of a service comprising:
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a communication link between a customer and an automated agent of a service provider that originates from said customer; an exchange of information between said customer and said automated agent of 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. - View Dependent Claims (25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35)
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36. A method of monitoring a provision of a service comprising the steps of:
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establishing a communication link with an agent of a service provider that originates from a customer; monitoring an exchange of information between said customer and said agent of said service provider, and said exchange of information relating to a service; triggering an action by the service provider 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; wherein said monitoring step is performed in an auto-sampling mode that includes engaging the monitoring step on a statistically valid intermittent basis; wherein said auto-sampling mode includes engaging the monitoring step based on screening data derived from a telecommunications server, and wherein said screening data includes a class and a type of call to be sampled. - View Dependent Claims (37, 38, 39, 40, 41)
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Specification