System and method for improving tuning using caller provided satisfaction scores
First Claim
1. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with an IVR having a customer satisfaction survey, the method comprising:
- a. processing an event log from the IVR to produce a processed event log, wherein the processed event log includes call information comprising a prompt type, a prompt response, and a prompt result, wherein the act of processing comprises organizing the call information by call;
b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by call, wherein the customer satisfaction score is associated with the customer'"'"'s satisfaction with the IVR, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey;
c. identifying a portion of the call information from the simplified compiled log for analysis;
d. measuring occurrences for the portion of the call information;
e. analyzing the portion of the call information to determine whether the portion of the call information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the call information and the customer satisfaction score for the call; and
f. creating a report, wherein the report includes a table having a list of portions of call information associated with low customer satisfaction scores, wherein the list is prioritized by the customer satisfaction score.
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Accused Products
Abstract
A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.
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Citations
16 Claims
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1. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with an IVR having a customer satisfaction survey, the method comprising:
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a. processing an event log from the IVR to produce a processed event log, wherein the processed event log includes call information comprising a prompt type, a prompt response, and a prompt result, wherein the act of processing comprises organizing the call information by call; b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by call, wherein the customer satisfaction score is associated with the customer'"'"'s satisfaction with the IVR, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey; c. identifying a portion of the call information from the simplified compiled log for analysis; d. measuring occurrences for the portion of the call information; e. analyzing the portion of the call information to determine whether the portion of the call information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the call information and the customer satisfaction score for the call; and f. creating a report, wherein the report includes a table having a list of portions of call information associated with low customer satisfaction scores, wherein the list is prioritized by the customer satisfaction score. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with an interactive voice response (IVR) having a customer satisfaction survey, the method comprising:
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a. accessing call events, and responses from a customer to the customer satisfaction survey, in one or more logs; b. selecting one or more prompts of the IVR and the associated information for analysis; c. correlating the selected one or more prompts and the associated information with the matching responses to the customer satisfaction survey; d. weighting the responses from the customer satisfaction survey by a customer'"'"'s value, wherein the act of weighting comprises; i. measuring occurrences of the one or more prompts and the associated information selected for analysis; and ii. artificially increasing the observed occurrences by a factor commensurate with the customer'"'"'s value prior to the act of correlating the one or more prompts and the associated information to the responses from the customer satisfaction survey.
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16. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with an IVR having a customer satisfaction survey, the method comprising:
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a. processing an event log from the IVR to produce a processed event log, wherein the processed event log includes call information comprising a prompt type, a prompt response, and a prompt result, wherein the act of processing comprises organizing the call information by call; b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by call, wherein the customer satisfaction score is associated with the customer'"'"'s satisfaction with the IVR, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey; c. identifying a portion of the call information from the simplified compiled log for analysis; d. measuring occurrences for the portion of the call information; e. analyzing the portion of the call information to determine whether the portion of the call information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the call information and the customer satisfaction score for the call; and f. creating a graph, wherein the graph includes a series of leaf nodes, wherein each leaf node represents an area of the IVR associated with the customer satisfaction score, wherein the customer satisfaction score is based on an average of survey responses from a plurality of customers.
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Specification