Recording user communications

Patent metadata

Field	Value
Publication number	US-9742913-B2
Application number	US-201414230586-A
Country	US
Kind code	B2
Filing date	Mar 31, 2014
Priority date	Mar 31, 2014
Publication date	Aug 22, 2017
Grant date	Aug 22, 2017

Abstract

A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.

First claim

What is claimed is:

1. A method for managing a communication of a customer, the method comprising:
monitoring, by a processor, the communication between a customer device and a contact center resource;
analyzing, by the processor, via an analytics engine, the communication between the customer device and the contact center resource;
calculating, by the processor, a first satisfaction level of the customer based on the analysis of the communication with the contact center resource;
transmitting, by the processor, a signal for routing the communication to a device associated with a live agent in response to the first satisfaction level being lower than a first threshold satisfaction level;
establishing, by a switch, in response to the signal, a connection between the customer device and the device associated with the live agent;
monitoring, by the processor, the communication between the customer device and the device associated with the live agent;
analyzing, by the processor, via the analytics engine, the communication between the customer device and the device associated with the live agent;
calculating, by the processor, a second satisfaction level of the customer based on the analysis of the communication with the device associated with the live agent;
recording, by the processor, the communication between the customer device and the device associated with the live agent in response to the second satisfaction level being lower than a second threshold satisfaction level different than the first threshold satisfaction level; and
transmitting, by the processor, the recorded communication to a contact center device for playback thereby.

2. The method of claim 1 , further comprising monitoring, by the processor, the communication between the customer device and the device associated with the live agent to determine whether or not the satisfaction level of the customer is lower than the second threshold satisfaction level.

3. The method of claim 1 , wherein the contact center resource comprises an interactive voice response (IVR) module.

4. The method of claim 3 , further comprising calculating, by the processor, the satisfaction level based on customer answers to queries from the IVR module.

5. The method of claim 1 , wherein the recording of the communication between the customer device and the device associated with the live agent comprises recording, by the processor, audio data corresponding to the communication.

6. The method of claim 1 , wherein the recording of the communication between the customer device and the device associated with the five agent comprises recording, by the processor, image data corresponding to the communication.

7. The method of claim 1 , further comprising adjusting, by the processor, the satisfaction level during the communication between the customer device and the device associated with the live agent based on speech of the customer or the live agent.

8. The method of claim 1 , further comprising:
determining, by the processor, whether or not sensitive data is to be exchanged during the communication; and
stopping, by the processor, the recording of the communication in response to determining the sensitive data is to be exchanged.

9. The method of claim 1 , wherein the recording of the communication occurs automatically in response to the satisfaction level being lower than the second threshold satisfaction level.

10. The method of claim 1 , further comprising alerting the device associated with the live agent indicating the communication should be recorded.

11. A system for managing a communication of a customer, the system comprising:
a switch configured to receive a plurality of communications for routing to one or more communication devices;
a processor coupled to the switch; and
a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
monitor the communication between a customer device and a contact center resource;
analyze, via an analytics engine, the communication between the customer device and the contact center resource;
calculate a first satisfaction level of the customer based on the analysis of the communication with the contact center resource;
transmit a signal for routing the communication to a device associated with a live agent in response to the first satisfaction level being lower than a first threshold satisfaction level;
monitor the communication between the customer device and the device associated with the live agent;
analyze, via the analytics engine, the communication between the customer device and the device associated with the live agent;
calculate a second satisfaction level of the customer based on the analysis of the communication with the device associated with the live agent;
record the communication between the customer device and the device associated with the live agent in response to the second satisfaction level being lower than a second threshold satisfaction level different than the first threshold satisfaction level; and
transmit the recorded communication to a contact center device for playback thereby,

wherein the switch establishes a connection between the customer device and the device associated with the live agent in response to the transmitted signal.

12. The system of claim 11 , further comprising monitoring, by the processor, the communication between the customer device and the device associated with the live agent to determine whether or not the satisfaction level of the customer is lower than the second threshold satisfaction level.

13. The system of claim 11 , wherein the contact center resource comprises an interactive voice response (IVR) module.

14. The system of claim 13 , further comprising calculating, by the processor, the satisfaction level based on customer answers to queries from the IVR module.

15. The system of claim 11 , wherein the recording of the communication between the customer device and the device associated with the live agent comprises recording, by the processor, audio data corresponding to the communication.

16. The system of claim 11 , wherein the recording of the communication between the customer device and the device associated with the live agent comprises recording, by the processor, image data corresponding to the communication.

17. The system of claim 11 , further comprising adjusting, by the processor, the satisfaction level during the communication between the customer device and the device associated with the live agent based on speech of the customer or the live agent.

18. The system of claim 11 , further comprising:
determining, by the processor, whether or not sensitive data is to be exchanged during the communication; and
stopping, by the processor, the recording of the communication in response to determining the sensitive data is to be exchanged.

19. The system of claim 11 , wherein the recording of the communication occurs automatically in response to the satisfaction level being lower than the second threshold satisfaction level.

20. The system of claim 11 , alerting the device associated with the live agent indicating the communication should be recorded.

Assignees

• Angel Com Incorporated
• Genesys Telecommunications Laboratories Inc

Inventors

• Kumar Praphul
• Wellman Aaron

Classifications

• H04M3/42008

  Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers · CPC title

• H04M3/5166 Primary

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