Real-time adjustment for better caller experience

• US 9,094,485 B1
• Filed: 02/08/2008
• Issued: 07/28/2015
• Est. Priority Date: 02/08/2008
• Status: Active Grant

• Current Assignee: West Technology Group LLC (West Corporation)
• Original Assignee: West Corporation
• Inventors: Milro, James Elwood, Pollock, Bruce
• Primary Examiner(s): King, Simon
• Application Number:
  US12/028,229
• Time in Patent Office: 2,727 Days
• Field of Search: 379/71, 379/72, 379/88.17, 379/88.13, 379/88.12, 379/265.12, 379/265.13, 379/266.02, 379/265.06, 379/265.08, 379/265.09, 379/266.07, 379/266.06, 379/88.01, 379/265.03
• US Class Current: 1/1
• CPC Class Codes: H04M 1/00 Substation equipment, e.g. for use by subscribers subscriber services or facilities provided at exchanges H04M3/00; prepayment telephone coin boxes H04M17/00; current supply arrangements H04M19/08
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method, a system, and computer readable medium comprising instructions for real time adjustment for better caller experience are provided. The method comprises obtaining caller experience of a call flow, notifying a service provider of the caller experience, receiving at least one corrective action from the service provider, and implementing the at least one corrective action for better caller experience.

Claims

1. A method for real time adjustment for better caller experience, the method comprising:

obtaining caller experience of a call flow;

notifying a service provider of the caller experience utilizing color codes to determine a level of confusion, misguidance, satisfaction, and dissatisfaction of a caller;

receiving at least one corrective action from the service provider; and

implementing the at least one corrective action for better caller experience.

2. The method of claim 1, wherein notifying a service provider of the caller experience comprises:

obtaining caller experience of at least one step in a call flow;

determining color-coding of the at least one step based on the caller experience;

generating a color-coded call flow based on color-coding of the at least one step; and

presenting the color-coded call flow to the service provider.

3. The method of claim 1, wherein notifying a service provider of the caller experience comprises:

obtaining caller experience of at least one step in a call flow;

determining at least one color-coded result based on the caller experience;

generating a color-coded Web interface comprising the at least one color-coded result; and

presenting the color-coded Web interface to the service provider.

4. The method of claim 1, wherein notifying a service provider of the caller experience comprises:

obtaining caller experience of at least one step in a call flow;

determining at least one color-coded result based on the caller experience;

generating a voice response comprising the at least one color-coded result;

initiating a call to the service provider; and

playing the voice response to the service provider.

5. The method of claim 1, wherein notifying a service provider of the caller experience comprises:

obtaining caller experience of at least one step in a call flow;

determining at least one color-coded result based on the caller experience;

generating a notification comprising the at least one color-coded result;

initiating an internet protocol connection to the service provider; and

sending the notification to the service provider via the internet protocol connection.

6. The method of claim 5, wherein the notification is one of an email or an instant message.

7. The method of claim 1, wherein receiving at least one corrective action from the service provider comprises:

detecting the at least one corrective action from the service provider; and

determining if the at least one corrective action is sent via a Web interface, a notification by email or instant message, or a voice response.

8. The method of claim 7, further comprising:

if the at least one corrective action is sent via a Web interface, parsing the Web interface for the at least one corrective action.

9. The method of claim 7, further comprising:

if the at least one corrective action is sent via a voice response, determining a corrective action selection by the service provider.

10. The method of claim 7, further comprising:

if the at least one corrective action is sent via a notification by email or instant message, parsing the email or the instant message for the at least one corrective action.

11. The method of claim 7, further comprising:

determining if the at least one corrective action involves a change in the call flow or a monitoring formula.

12. The method of claim 1, wherein implementing the at least one corrective action for better caller experience comprises:

detecting a change in a monitoring formula by the service provider;

updating a set of metrics in the monitoring formula;

recalculating the caller experience using the set of metrics; and

presenting the caller experience to the service provider.

13. The method of claim 1, wherein implementing the at least one corrective action for better caller experience comprises:

detecting a change in at least one step in the call flow; and

determining if the change involves a change in selection options.

14. The method of claim 13, further comprising:

if the change involves a change in selection options, implementing the change in at least one selection option in a voice or dial selection system.

15. The method of claim 13, further comprising:

if the change does not involves a change in selection options, implementing the change in a voice response system.

16. The method of claim 13, further comprising:

repeating monitoring of caller experience after the change is implemented.

17. A system for real time adjustment for better caller experience comprising:

a voice response system configured to process at least one call from at least one caller;

a voice or dial selection system configured to provide at least one selection to the at least one caller;

a performance tuning system configured to tune performance of the voice response system; and

a caller experience monitoring system configured to notify a service provider an experience by the at least one caller in a call flow utilizing color codes to determine a level of confusion, misguidance, satisfaction, and dissatisfaction of the at least one caller, and implement the at least one corrective action for better caller experience.

18. The system of claim 17, wherein the caller experience monitoring system is further operable to obtain caller experience of at least one step in the call flow and determine at least one color-coding for the at least one step.

19. The system of claim 18, wherein the caller experience monitoring system is further operable to generate a color-coded call flow comprising the at least one color-coding for the at least one step.

20. The system of claim 18, wherein the caller experience monitoring system is further operable to generate a Web interface comprising the at least one color-coding for the at least one step.

21. The system of claim 18, wherein the caller experience monitoring system is further operable to generate a voice response comprising the at least one color-coding for the at least one step, initiate a call to the service provider, and play the voice response to the service provider.

22. The system of claim 18, wherein the caller experience monitoring system is further operable to generate a notification comprising the at least one color-coding for the at least one step, initiate an internet protocol connection to the service provider, and send the notification to the service provider via the internet protocol connection.

23. The system of claim 22, wherein the notification comprises one of an email or an instant message.

24. The system of claim 17, wherein the caller experience monitoring system is further operable to detect a change in a monitoring formula by the service provider, update a set of metrics in the monitoring formula, recalculate the caller experience using the set of metrics, and present the caller experience to the service provider.

25. A non-transitory computer readable medium comprising instructions for:

obtaining caller experience of a call flow;

notifying a service provider of the caller experience utilizing color codes to determine a level of confusion, misguidance, satisfaction, and dissatisfaction of a caller;

receiving at least one corrective action from the service provider; and

implementing the at least one corrective action for better caller experience.

26. The non-transitory computer readable medium of claim 25, further comprising instructions for:

obtaining caller experience of at least one step in the call flow;

determining color-coding of the at least one step based on the caller experience;

generating a color-coded call flow based on color-coding of the at least one step; and

presenting the color-coded call flow to the service provider.