Routing user communications to agents

Patent metadata

Field	Value
Publication number	US-9571646-B2
Application number	US-201514868335-A
Country	US
Kind code	B2
Filing date	Sep 28, 2015
Priority date	Oct 11, 2013
Publication date	Feb 14, 2017
Grant date	Feb 14, 2017

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.

First claim

What is claimed is:

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 associated with a first call center;
measuring, by the call handling platform, a first subset of data points based on analysis of voice speech made by the first caller during the first call, wherein the analysis comprises detecting a preset keyword in the voice speech made by the first caller, wherein the preset keyword is configured by a first customer of the call handling platform that is associated with the first calling number;
computing, by the call handling platform, a level of satisfaction of the first caller in interacting with an interactive voice response (IVR) module during the first call based on the measurement of the first subset of data points; and
conditioned on determining, by the call handling platform, that the level of satisfaction is lower than a preset first threshold, routing the first call to a first human agent associated with the first call center.

2. 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 select the first subset of data points from a group of data points available at the call handling platform; and
enabling the first customer to configure values for the first subset of data points.

3. The method of claim 2 , 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.

4. 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.

5. The method of claim 1 , wherein the level of satisfaction for the first caller, that is computed based on the measurement of the first subset of data points, provides a numerical measure indicating an emotional state of the first caller during the first call.

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 level of satisfaction for the first caller comprises computing the level of satisfaction 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 , further comprising enabling, by the call handling platform, the first human agent to perceive a representation of the level of satisfaction for the first caller, prior to or during a handling of the first call by the first human agent, comprising displaying the representation of the level of satisfaction 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 , further comprising enabling, by the call handling platform, the first human agent to perceive a representation of the level of satisfaction for the first caller, prior to or during a handling of the first call by the first human agent, comprising speaking, by the call handling platform, the representation of the level of satisfaction 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, associated with a second call center, the second calling number and the first calling number being different numbers;
measuring, by the call handling platform, a second subset of data points;
computing, by the call handling platform, a level of satisfaction of the second caller in interacting with the IVR module during the second call; and
conditioned on determining, by the call handling platform, that the level of satisfaction of the second caller is lower than a preset second threshold, routing the second call to a second human agent associated with the second call center.

11. A method comprising:
receiving, at a call handling platform, a first call placed by a first caller to a first calling number associated with a first call center;
measuring, by the call handling platform, a first subset of data points based on analysis of voice speech made by the first caller during the first call, wherein the analysis comprises detecting a preset keyword in the voice speech made by the first caller, wherein the preset keyword is configured by a first customer of the call handling platform that is associated with the first calling number, and wherein the first subset of the data points with associated values are stored in a non-transitory data storage medium in association with the first calling number;
computing, by the call handling platform, a level of satisfaction of the first caller in interacting with an interactive voice response (IVR) module during the first call based on the measurement of the first subset of data points;
conditioned on determining, by the call handling platform, that the level of satisfaction for the first caller is lower than a preset first threshold, routing the first call to a first human agent associated with the first call center;
receiving, at the call handling platform, a second call placed by a second caller to a second calling number associated with a second call center, wherein the second calling number and the first calling number are different numbers;
measuring, by the call handling platform, a second subset of data points based on analysis of voice speech made by the second caller during the second call;
computing, by the call handling platform, a level of satisfaction of the second caller in interacting with the IVR module during the second call based on the measurement of the second

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Kumar Praphul
• Wellman Aaron
• Bouzid Ahmed Tewfik

Classifications

• H04M3/5232

  Call distribution algorithms · CPC title

• H04M3/5166 Primary

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title

• H04M3/4936 Primary

  Speech interaction details (speech recognition per se G10L15/00) · CPC title

• H04M3/523

  with call distribution or queueing · CPC title

• H04M2203/256

  comprising a service specific user interface · CPC title