System and method for improving tuning using caller provided satisfaction scores

• US 8,126,723 B1
• Filed: 12/18/2008
• Issued: 02/28/2012
• Est. Priority Date: 12/19/2007
• Status: Active Grant

• Current Assignee: Concentrix CVG Customer Management Delaware LLC (Synnex Corporation)
• Original Assignee: Convergys Corporation
• Inventors: Bansal, Dhananjay, Spera, Scott D., Gardner, Nancy, Lythgoe, James H. Jr., Georgesen, John C.
• Primary Examiner(s): Smith, Creighton
• Application Number:
  US12/338,064
• Time in Patent Office: 1,167 Days
• Field of Search: 705/304, 705/1.1
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or 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.

Claims

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.

2. The computer readable medium of claim 1, wherein the method further comprises 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.

3. The computer readable medium of claim 1, wherein the customer satisfaction survey comprises one question associated with the IVR.

4. The computer readable medium of claim 1, wherein the call information further comprises a dialog module result.

5. The computer readable medium of claim 1, wherein the act of analyzing the portions of the call information further comprise creating a correlation comparing a first state where the portion of the call information was present in the event log to a second state where the portion of the call information was not present in the event log.

6. The computer readable medium of claim 5, wherein the method further comprises weighting the result of the correlation using the occurrences of the portion of the call information.

7. The computer readable medium of claim 6, wherein the portion of the call information comprises a combined prompt type and prompt result.

8. The computer readable medium of claim 6, wherein the portion of the call information comprises a combined prompt type and prompt response.

9. The computer readable medium of claim 8, wherein the prompt response comprises a timeout.

10. The computer readable medium of claim 6, wherein the portion of the call information comprises a combined prompt type, prompt response, and prompt result.

11. The computer readable medium of claim 10, wherein the prompt result comprises a reject value, wherein the reject value indicates that the prompt response was not recognized by the IVR.

12. The computer readable medium of claim 6, wherein the portion of the call information comprises a call path.

13. The computer readable medium of claim 1, wherein the act of processing the event log comprises:

a. identifying call timestamp information;

b. identifying an automatic number identification (ANT);

c. identifying an IVR application name;

d. creating a unique call identifier for each call, wherein the unique call identifier is based the group comprising the timestamp information and the ANI;

e. assigning the unique call identifier to each call; and

f. grouping the call information from the event log by the unique call identifier.

14. The computer readable medium of claim 13, wherein the act of integrating the survey log with the processed event log comprises:

a. creating a common unique call identifier for the survey log and the processed event log; and

b. matching the data from the survey log to the data from the processed event log, wherein the act of matching uses the common unique call identifier.

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:

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.

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:

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.