Real-time adjustment for better caller experience
First Claim
Patent Images
1. A method, comprising:
- notifying, by utilizing color codes, a service provider of caller experience of a call flow in a voice response system to determine a level of confusion, misguidance, satisfaction, and dissatisfaction of a caller; and
implementing at least one corrective action from the service provider for better caller experience, the call flow comprising presentation of one or more menu items, prompts, and dialogue by the voice response system, the caller experience comprising final timeouts, invalid menu selections, and inappropriate hang-ups by the caller in response to the one or more menu items, prompts, and dialogue.
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Accused Products
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.
8 Citations
20 Claims
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1. A method, comprising:
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notifying, by utilizing color codes, a service provider of caller experience of a call flow in a voice response system to determine a level of confusion, misguidance, satisfaction, and dissatisfaction of a caller; and implementing at least one corrective action from the service provider for better caller experience, the call flow comprising presentation of one or more menu items, prompts, and dialogue by the voice response system, the caller experience comprising final timeouts, invalid menu selections, and inappropriate hang-ups by the caller in response to the one or more menu items, prompts, and dialogue. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system, comprising:
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a voice response system configured to process at least one call from at least one caller; and a caller experience monitoring system configured to notify a service provider of an experience by the at least one caller in a call flow that utilizes color codes to determine a level of confusion, misguidance, satisfaction, and dissatisfaction of the at least one caller, and implement at least one corrective action for better caller experience, the call flow comprising presentation of one or more menu items, prompts, and dialogue by the voice response system, the experience by the at least one caller comprising final timeouts, invalid menu selections, and inappropriate hang-ups by the at least one caller in response to the one or more menu items, prompts, and dialogue. - View Dependent Claims (16, 17, 18, 19)
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20. A non-transitory computer readable medium configured to store instructions that when executed cause a processor to perform:
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notifying, by utilizing color codes, a service provider of caller experience of a call flow to determine a level of confusion, misguidance, satisfaction, and dissatisfaction of a caller; and implementing at least one corrective action from the service provider for better caller experience, the call flow comprising presentation of one or more menu items, prompts, and dialogue by the voice response system, the caller experience comprising final timeouts, invalid menu selections, and inappropriate hang-ups by the caller in response to the one or more menu items, prompts, and dialogue.
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Specification