System and method for call center agent quality assurance using biometric detection technologies

• US 8,654,937 B2
• Filed: 11/30/2005
• Issued: 02/18/2014
• Est. Priority Date: 11/30/2005
• Status: Active Grant

• Current Assignee: DoorDash, Inc.
• Original Assignee: International Business Machines Corporation
• Inventors: Agapi, Ciprian, Mandalia, Baiju D., Mansey, Pradeep P.
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US11/291,064
• Publication Number:
  US 20070121824A1
• Time in Patent Office: 3,002 Days
• Field of Search: 379/266.07, 379/265.02, 379/265.04, 705/7
• US Class Current: 379/88.09
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents'"'"' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.

Claims

1. A method for assessing the quality of a call recipient response during an interactive voice dialog, the method comprising:

establishing a call between a caller and a call recipient, the call creating the interactive call dialog;

analyzing in a biometric quality assurance system (BQAS) executing in a computer with at least one processor and memory, call recipient behavioral characteristics during the call dialog, wherein the call recipient behavioral characteristics include facial expressions;

comparing in the BQAS the call recipient'"'"'s behavioral characteristics to a set of pre-defined behavioral rules; and

determining by the BQAS if a behavioral pattern exists based upon the comparison of the call recipient'"'"'s behavioral characteristics to the set of pre-defined behavioral rules.

2. The method of claim 1, wherein the call recipient behavioral characteristics include voice characteristics.

3. The method of claim 1, wherein the call recipient operates a sentic mouse during the interactive call dialog and the call recipient behavioral characteristics further comprise data received from the sentic mouse.

4. The method of claim 1, further comprising determining if the behavioral pattern is a positive behavioral pattern or a negative behavioral pattern.

5. The method of claim 4, further comprising taking an action based upon the behavioral pattern.

6. The method of claim 5, wherein if the behavioral pattern is a negative behavioral pattern, further comprising terminating the interactive call dialog between the caller and the call recipient.

7. The method of claim 5, wherein if the behavioral pattern is a negative behavioral pattern, further comprising re-routing the call to another call recipient.

8. The method of claim 5, wherein if the behavioral pattern is a negative behavioral pattern, further comprising preventing the call recipient from participating in future interactive call dialogs with callers of a defined class.

9. A computer program product comprising a computer usable medium having computer usable program code for assessing the quality of a call recipient response during an interactive call dialog, the computer program product including:

computer usable program code for establishing a call between a caller and a call recipient, the call creating the interactive call dialog;

computer usable program code for analyzing call recipient behavioral characteristics during the call dialog, wherein the call recipient behavioral characteristics include facial expressions;

computer usable program code for comparing the call recipient'"'"'s behavioral characteristics to a set of pre-defined behavioral rules; and

computer usable program code for determining if a behavioral pattern exists based upon the comparison of the call recipient'"'"'s behavioral characteristics to the set of pre-defined behavioral rules.

10. The computer program product of claim 9, wherein the call recipient behavioral characteristics include voice characteristics.

11. The computer program product of claim 9, wherein the call recipient operates a sentic mouse during the interactive call dialog and the behavioral characteristics further comprise data taken from the sentic mouse.

12. The computer program product of claim 9, further comprising computer usable program code for determining if the behavioral pattern is a positive behavioral pattern or a negative behavioral pattern.

13. The computer program product of claim 12, further comprising computer usable program code for taking an action based upon the behavioral pattern.

14. The computer program product of claim 13, wherein if the behavioral pattern is a negative behavioral pattern, further comprising usable program code for terminating the interactive call dialog between the caller and the call recipient.

15. The computer program product of claim 13, wherein if the behavioral pattern is a negative behavioral pattern, further comprising usable program code for re-routing the call to another call recipient.

16. The computer program product of claim 13, wherein if the behavioral pattern is a negative behavioral pattern, further comprising usable program code for preventing the call recipient from participating in future interactive call dialogs with callers of a defined class.

17. A data processing system for assessing the quality of a call recipient response during an interactive call dialog, the data processing system comprising:

a telephone network for establishing a call between a caller and a call recipient, the call creating the interactive call dialog;

a biometric monitoring device for detecting call recipient behavioral characteristics during the call dialog, wherein the call recipient behavioral characteristics include facial expressions and wherein the biometric monitoring device is a video camera configured to observe the facial expressions of the call recipient;

a database containing pre-defined behavioral rules; and

a processor for comparing the call recipient'"'"'s behavioral characteristics to the pre-defined behavioral rules;

the processor determining if a behavioral pattern exists based upon the comparison of the call recipient'"'"'s behavioral characteristics to the set of pre-defined behavioral rules.

18. The data processing system of claim 17, wherein the biometric monitoring device is a voice analyzer.

19. The data processing system of claim 17, wherein the biometric monitoring device is a sentic mouse and the call recipient behavioral characteristics include finger pressure readings taken from the mouse.

20. The data processing system of claim 17, wherein an action is taken based upon the behavioral pattern.

21. The data processing system of claim 20, wherein the action taken is to terminate the interactive call dialog between the caller and the call recipient.

22. The data processing system of claim 20, wherein the action taken is to re-route the call to another call recipient.

23. The data processing system of claim 20, wherein the action taken is to prevent the call recipient from participating in future interactive call dialogs with callers of a defined class.