Method and system for automated service climate measurement based on social signals

• US 8,121,890 B2
• Filed: 02/16/2007
• Issued: 02/21/2012
• Est. Priority Date: 06/09/2006
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Pinhanez, Claudio Santos
• Primary Examiner(s): MEINECKE DIAZ, SUSANNA M
• Application Number:
  US11/675,892
• Publication Number:
  US 20080040199A1
• Time in Patent Office: 1,831 Days
• Field of Search: 705/10, 705/11, 705/7.42, 705/7.41
• US Class Current: 705/7.42
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

Abstract

A computer-implemented method for measuring a system includes providing an automated service climate measurement system (ASCMS) comprising an evaluation function, receiving customer input by the ASCMS, measuring a service climate variable of the customer input, determining a social-signal feature of the customer input, correlating the social-signal feature with the service climate variable, and determining a value of the evaluation function based on the correlation of the feature to the service climate variable.

Claims

1. A non-transitory computer readable storage medium embodying instructions executed by a processor to perform a method for measuring quality of service interactions, the method comprising:

providing an automated service climate measurement system (ASCMS) comprising an evaluation function for mapping social-signal features to service climate variables;

receiving a conversational record including the customer conversational record by the ASCMS;

determining a first measure of the customer conversational record as a service climate variable indicating a general quality of the customer conversational record;

determining a second measure of the customer conversational record as a social-signal feature indicating a specific quality of speech in the customer conversational record different than the general quality;

correlating the social-signal feature with the service climate variable;

determining a value of the evaluation function based on the correlation of the social-signal feature to the service climate variable, wherein the value is a measurement of the quality of the service interaction perceived by a customer corresponding to the customer conversational record; and

evaluating a set of action rules against the value of the evaluation function for triggering an action.

2. A computer program product for measuring quality of service interactions, the computer program product comprising:

a computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising;

computer readable program code configured to provide an automated service climate measurement system (ASCMS) comprising an evaluation function for mapping social-signal features to service climate variables;

computer readable program code configured to receive customer input, including the customer conversational record, by the ASCMS;

computer readable program code configured to measure a service climate variable of the customer input, wherein the service climate variable indicates a general quality of the customer conversational record;

computer readable program code configured to determine a social-signal feature of the customer input, wherein the social-signal feature indicates a specific quality of speech in the customer conversational record different than the general quality;

computer readable program code configured to correlate the social-signal feature with the service climate variable; and

computer readable program code configured to determine a value of the evaluation function based on the correlation of the social-signal feature to the service climate variable, wherein the value is a measurement of the quality of the service interaction perceived by a customer corresponding to the customer conversational record; and

computer readable program code configured to evaluate a set of action rules against the value of the evaluation function for triggering an action.

3. The computer program product of claim 2, further comprising computer readable program code configured to determine a second social-signal feature of the customer input upon determining that no feature is correlated with the service variable based on a predetermined correlation threshold.

4. The computer program product of claim 2, further comprising computer readable program code configured to extract the social-signal feature from the customer input.

5. The computer program product of claim 2, further comprising computer readable program code configured to retrieve the social-signal feature from a database.

6. The computer program product of claim 2, wherein the ASCMS extracts the social-signal feature from the customer input.