Routing user communications to agents

• US 9,148,512 B1
• Filed: 10/11/2013
• Issued: 09/29/2015
• Est. Priority Date: 10/11/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Angel.com, Inc. (Genesys Cloud Services Incorporated)
• Inventors: Kumar, Praphul, Bouzid, Ahmed Tewfik, Wellman, Aaron
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Huynh, Van D
• Application Number:
  US14/051,937
• Time in Patent Office: 718 Days
• Field of Search: 379/88.01, 379/265.07
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/256 comprising a service specific user interface
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.

Claims

1. A computer-implemented method comprising:

receiving, at a call handling platform, a first call placed by a first caller to a first calling number;

measuring, by the call handling platform, a first subset of data points based on an interaction of the first caller with an interactive voice response (IVR) module during the first call, wherein the IVR module is associated with the call handling platform, and wherein a first customer of the call handling platform that is associated with the first calling number is enabled to select the first subset of data points from a group of data points available at the call handling platform, the first customer further enabled to configure values for the first subset of data points;

computing, by the call handling platform, an experience score for the first caller using measurements of the first subset of data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call;

accessing a predetermined first threshold that indicates a minimum level of caller satisfaction;

comparing the experience score to the first threshold;

conditioned on determining, by the call handling platform and based on the comparing, that the experience score for the first caller indicates that the first caller has a lower level of satisfaction than the minimum level of satisfaction, routing the first call to a first human agent at a first call center; and

enabling, by the call handling platform, the first human agent to perceive a representation of the experience score for the first caller prior to or during a handling of the first call by the first human agent.

2. The method of claim 1, wherein enabling the first customer to configure the values for the first subset of data points comprises enabling the first customer to use an Internet-based browser user interface associated with the call handling platform to configure the values for the first subset of data points.

3. The method of claim 1, wherein the first subset of data points is selected from the group consisting of:

a number of no inputs by a caller placing a call to the call handling platform, wherein each no input corresponds to an instance of failure of the caller to respond to a query by the call handling platform,

a number of no matches by a caller placing a call to the call handling platform, wherein each no match corresponds to an instance of the caller providing a response to a query by the call handling platform that does not match a pre-determined response expected by the call handling platform,

a number of tasks not completed by a caller placing a call to the call handling platform, wherein each task not completed indicates an instance of the caller failing to complete successfully a task that has been requested by the call handling platform,

a number of zero actions by a caller placing a call to the call handling platform, wherein each zero action corresponds to an instance of the caller providing a preconfigured input indicating an attempt to connect to a human agent irrespective of a query by the call handling platform,

a time to zero out by a caller placing a call to the call handling platform, wherein the time to zero out indicates how quickly the caller attempts to talk to a human agent after the call is connected, and

a wait time of a caller placing a call to the call handling platform, wherein the wait time of the caller indicates how long the caller has to wait before being connected to a human agent.

4. The method of claim 1, wherein measuring the first subset of data points comprises:

analyzing, using a speech analysis module associated with the call handling platform, voice speech made by the first caller during the first call; and

computing, by the call handling platform, the experience score for the first caller based on analysis of the voice speech made by the first caller, wherein the experience score for the first caller that is computed based on the analysis of the voice speech made by the first caller provides a numerical measure indicating an emotional state of the first caller during the first call.

5. The method of claim 4, wherein analyzing the voice speech made by the first caller during the first call comprises detecting, by the speech analysis module, one or more predetermined keywords in the voice speech made by the first caller, wherein the one or more predetermined keywords are configured by a first customer of the call handling platform that is associated with the first calling number.

6. The method of claim 1, wherein measuring the first subset of data points comprises at least one of:

determining, by the call handling platform, demographic information associated with the first caller, and

accessing, by the call handling platform, historical data corresponding to an industry associated with the first calling number; and

wherein computing the experience score for the first caller comprises computing the experience score for the first caller using at least one of the demographic information and the historical data.

7. The method of claim 1, further comprising enabling the first customer of the call handling platform that is associated with the first calling number to set a numerical value as the first threshold.

8. The method of claim 1, wherein enabling the first human agent to perceive a representation of the experience score for the first caller comprises displaying the representation of the experience score for the first caller to the first human agent on a display screen coupled to a computing device associated with the first human agent.

9. The method of claim 1, wherein enabling the first human agent to perceive a representation of the experience score for the first caller comprises speaking, by the call handling platform, the representation of the experience score for the first caller to the first human agent while routing the first call to the first human agent.

10. The method of claim 1, comprising:

receiving, at the call handling platform, a second call placed by a second caller to a second calling number, the second calling number and the first calling number being different numbers;

measuring, by the call handling platform, a second subset of data points based on an interaction of the second caller with the IVR module during the second call;

computing, by the call handling platform, an experience score for the second caller using measurements of the second subset data points, wherein the experience score for the second caller reflects a numerical measure of a level of satisfaction of the second caller in interacting with the IVR module during the second call;

accessing a predetermined second threshold that is different from the first threshold and that indicates a different minimum level of caller satisfaction;

comparing the experience score for the second caller to the second threshold;

conditioned on determining, by the call handling platform and based on the comparing, that the experience score for the second caller indicates that the second caller has a lower level of satisfaction than the different minimum level of satisfaction, routing the second call to a second human agent at a second call center; and

enabling, by the call handling platform, the second human agent to perceive a representation of the experience score for the second caller prior to or during a handling of the second call by the second human agent.

11. A system comprising:

a call handling platform that includes a first processor and first instructions stored in a machine-readable medium that, when executed by the first processor, are configured to cause the first processor to perform operations comprising;

receiving, at the call handling platform, a first call placed by a first caller to a first calling number;

measuring, by the call handling platform, a first subset of data points based on an interaction of the first caller with an interactive voice response (IVR) module during the first call, wherein the IVR module is associated with the call handling platform, wherein a first customer of the call handling platform that is associated with the first calling number is enabled to select the first subset of data points from a group of data points available at the call handling platform, the first customer further enabled to configure values for the first subset of data points;

computing, by the call handling platform, an experience score for the first caller using measurements of the first subset of data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call;

accessing a predetermined first threshold that indicates a minimum level of caller satisfaction;

comparing the experience score of the first caller to the first threshold;

conditioned on determining, by the call handling platform and based on the comparing, that the experience score for the first caller indicates that the first caller has a lower level of satisfaction than the minimum level of satisfaction, routing the first call to a first human agent at a first call center; and

enabling, by the call handling platform, the first human agent to perceive a representation of the experience score for the first caller prior to or during a handling of the first call by the first human agent.

12. The system of claim 11, wherein enabling the first customer to configure the values for the first subset of data points comprises enabling the first customer to use an Internet-based browser user interface associated with the call handling platform to configure the values for the first subset of data points.

13. The system of claim 11, further comprising:

the IVR module including second instructions stored in a machine-readable storage medium that, when executed by a second processor, are configured to cause the second processor to perform operations comprising;

measuring, using the IVR module, the first subset of data points, wherein the first subset of data points is selected from the group consisting of;

a number of no inputs by a caller placing a call to the call handling platform, wherein each no input corresponds to an instance of failure of the caller to respond to a query by the call handling platform,

a number of no matches by a caller placing a call to the call handling platform, wherein each no match corresponds to an instance of the caller providing a response to a query by the call handling platform that does not match a pre-determined response expected by the call handling platform,

a number of tasks not completed by a caller placing a call to the call handling platform, wherein each task not completed indicates an instance of the caller failing to complete successfully a task that has been requested by the call handling platform,

a number of zero actions by a caller placing a call to the call handling platform, wherein each zero action corresponds to an instance of the caller providing a preconfigured input indicating an attempt to connect to a human agent irrespective of a query by the call handling platform,

a time to zero out by a caller placing a call to the call handling platform, wherein the time to zero out indicates how quickly the caller attempts to talk to a human agent after the call is connected, and

a wait time of a caller placing a call to the call handling platform, wherein the wait time of the caller indicates how long the caller has to wait before being connected to a human agent.

14. The system of claim 11, wherein measuring the first subset of data points comprises:

analyzing, using a speech analysis module associated with the call handling platform, voice speech made by the first caller during the first call; and

computing, by the call handling platform, the experience score for the first caller based on analysis of the voice speech made by the first caller, wherein the experience score for the first caller that is computed based on the analysis of the voice speech made by the first caller provides a numerical measure indicating an emotional state of the first caller during the first call.

15. The system of claim 11, wherein the first instructions are configured to cause the first processor to perform operations further comprising:

enabling the first customer of the call handling platform that is associated with the first calling number to set a numerical value as the first threshold.

16. The system of claim 11, wherein enabling the first human agent to perceive a representation of the experience score for the first caller comprises displaying the representation of the experience score for the first caller to the first human agent on a display screen coupled to a computing device associated with the first human agent.

17. The system of claim 11, wherein enabling the first human agent to perceive a representation of the experience score for the first caller comprises speaking, by the call handling platform, the representation of the experience score for the first caller to the first human agent while routing the first call to the first human agent.

18. A non-transitory computer-readable medium storing instructions that are configured for execution by one or more processors and, when executed, are configured to cause the one or more processors to perform operations comprising:

receiving, at a call handling platform, a first call placed by a first caller to a first calling number;

measuring, by the call handling platform, a first subset of data points based on an interaction of the first caller with an interactive voice response (IVR) module during the first call, wherein the IVR module is associated with the call handling platform, and wherein a first customer of the call handling platform that is associated with the first calling number is enabled to select the first subset of data points from a group of data points available at the call handling platform, the first customer further enabled to configure values for the first subset of data points;

computing, by the call handling platform, an experience score for the first caller using measurements of the first subset of data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call;

accessing a predetermined first threshold that indicates a minimum level of caller satisfaction;

comparing the experience score to the first threshold;

conditioned on determining, by the call handling platform and based on the comparing, that the experience score for the first caller indicates that the first caller has a lower level of satisfaction than the minimum level of satisfaction, routing the first call to a first human agent at a first call center; and

enabling, by the call handling platform, the first human agent to perceive a representation of the experience score for the first caller prior to or during a handling of the first call by the first human agent.

19. The non-transitory computer-readable medium of claim 18, wherein enabling the first customer to configure the values for the first subset of data points comprises enabling the first customer to use an Internet-based browser user interface associated with the call handling platform to configure the values for the first subset of data points.

20. The non-transitory computer-readable medium of claim 18, wherein the first subset of data points is selected from the group consisting of:

a number of no inputs by a caller placing a call to the call handling platform, wherein each no input corresponds to an instance of failure of the caller to respond to a query by the call handling platform,

a number of no matches by a caller placing a call to the call handling platform, wherein each no match corresponds to an instance of the caller providing a response to a query by the call handling platform that does not match a pre-determined response expected by the call handling platform,

a number of tasks not completed by a caller placing a call to the call handling platform, wherein each task not completed indicates an instance of the caller failing to complete successfully a task that has been requested by the call handling platform,

a number of zero actions by a caller placing a call to the call handling platform, wherein each zero action corresponds to an instance of the caller providing a preconfigured input indicating an attempt to connect to a human agent irrespective of a query by the call handling platform,

a time to zero out by a caller placing a call to the call handling platform, wherein the time to zero out indicates how quickly the caller attempts to talk to a human agent after the call is connected, and

a wait time of a caller placing a call to the call handling platform, wherein the wait time of the caller indicates how long the caller has to wait before being connected to a human agent.

21. The non-transitory computer-readable medium of claim 18, wherein measuring the first subset of data points comprises:

analyzing, using a speech analysis module associated with the call handling platform, voice speech made by the first caller during the first call; and

computing, by the call handling platform, the experience score for the first caller based on analysis of the voice speech made by the first caller, wherein the experience score for the first caller that is computed based on the analysis of the voice speech made by the first caller provides a numerical measure indicating an emotional state of the first caller during the first call.

22. The non-transitory computer-readable medium of claim 18, wherein the instructions are further configured to cause the one or more processors to perform operations comprising:

enabling the first customer of the call handling platform that is associated with the first calling number to set a numerical value as the first threshold.

23. The non-transitory computer-readable medium of claim 18, wherein enabling the first human agent to perceive a representation of the experience score for the first caller comprises at least one of:

displaying the representation of the experience score for the first caller to the first human agent on a display screen coupled to a computing device associated with the first human agent, or

speaking, by the call handling platform, the representation of the experience score for the first caller to the first human agent while routing the first call to the first human agent.