System and method for prompt modification based on caller hang ups in IVRs

Patent metadata

Field	Value
Publication number	US-9756183-B2
Application number	US-201715439069-A
Country	US
Kind code	B2
Filing date	Feb 22, 2017
Priority date	Apr 4, 2007
Publication date	Sep 5, 2017
Grant date	Sep 5, 2017

Abstract

In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt modifications are chosen based on how long the caller willingly listens to the voice prompt. A relatively short time listening to a prompt before hang-up, indicates dissatisfaction with that prompt. The system compares caller hang-up rates for each of the phrases in a prompt and chooses the optimum solution, which is the variant of the prompt with the longest caller listening time. Optionally, the system compares hang up rates to a threshold and contingent on that comparison chooses an alternative version of the prompt.

First claim

What is claimed is:

1. A method, comprising:
collecting, by a system comprising a processor, call data during playing to callers of a prompt sequence, wherein the prompt sequence comprises a plurality of phrases, and wherein the call data comprises a rate of caller events during playing of a particular phrase of the plurality of phrases;
collecting, by the system, other call data during playing to callers of an alternate prompt sequence comprising an alternative phrase replacing the particular phrase, wherein the other call data includes a rate of caller events during playing of the alternative phrase;
wherein the prompt sequence and the alternate prompt sequence are played in a pattern of successive calls before completing the collecting of either the call data or the other call data;
comparing, by the system, the rate of caller events during the particular phrase with the rate of caller events during the alternative phrase to obtain a comparison; and
replacing, by the system, the particular phrase with the alternative phrase based on the comparison.

2. The method of claim 1 , wherein the pattern of successive calls comprises alternately playing the prompt sequence and the alternate prompt sequence.

3. The method of claim 1 , further comprising:
normalizing, by the system, the rates of caller events for lengths of the phrases.

4. The method of claim 1 , wherein collecting call data further comprises collecting data comprising one of rates of caller hang ups, rates of caller requests for a human operator or both.

5. The method of claim 1 , wherein collecting call data further comprises collecting timestamps of the caller events.

6. The method of claim 5 , further comprising:
compensating, by the system, the timestamps for at least one of a system processing time and a caller reaction time.

7. The method of claim 1 , wherein the system is an interactive voice response system.

8. A non-transitory machine-readable storage medium, comprising machine-readable instructions that, when executed by a processor, facilitate performance of operations, comprising:
collecting call data during playing to callers of a prompt sequence, wherein the prompt sequence comprises a plurality of phrases, and wherein the call data comprises a rate of caller events during playing of a particular phrase of the plurality of phrases;
collecting other call data during playing to callers of an alternate prompt sequence comprising an alternative phrase replacing the particular phrase, wherein the other call data includes a rate of caller events during playing of the alternative phrase;
wherein the prompt sequence and the alternate prompt sequence are played in a pattern of successive calls before completing the collecting of either the call data or the other call data;
comparing the rate of caller events during the particular phrase with the rate of caller events during the alternative phrase to obtain a comparison; and
replacing the particular phrase with the alternative phrase based on the comparison.

9. The non-transitory machine-readable storage medium of claim 8 , wherein the pattern of successive calls comprises alternately playing the prompt sequence and the alternate prompt sequence.

10. The non-transitory machine-readable storage medium of claim 8 , wherein the operations further comprise:
normalizing, by the system, the rates of caller events for lengths of the phrases.

11. The non-transitory machine-readable storage medium of claim 8 , wherein collecting call data further comprises collecting data comprising one of rates of caller hang ups, rates of caller requests for a human operator or both.

12. The non-transitory machine-readable storage medium of claim 8 , wherein collecting call data further comprises collecting timestamps of the caller events.

13. The non-transitory machine-readable storage medium of claim 12 , wherein the operations further comprise:
compensating, by the system, the timestamps for at least one of a system processing time and a caller reaction time.

14. A system, comprising:
a processor; and
a memory that stores executable instructions that, when executed by the processor, facilitate performance of operations, comprising:
facilitating a collection of call data as a prompt sequence plays to callers, wherein the prompt sequence comprises a plurality of phrases, and wherein the call data comprises a rate of caller events during playing of a particular phrase of the plurality of phrases;
facilitating a collection of other call data as an alternate prompt sequence plays to callers, the alternate prompt sequence comprising an alternative phrase replacing the particular phrase, wherein the other call data includes a rate of caller events during playing of the alternative phrase;
wherein the prompt sequence and the alternate prompt sequence are played in a pattern of successive calls before completing the collecting of either the call data or the other call data;
comparing the rate of caller events during the particular phrase with the rate of caller events during the alternative phrase to obtain a comparison; and
replacing the particular phrase with the alternative phrase based on the comparison.

15. The system of claim 14 , wherein the pattern of successive calls comprises alternately playing the prompt sequence and the alternate prompt sequence.

16. The system of claim 14 , further comprising:
normalizing, by the system, the rates of caller events for lengths of the phrases.

17. The system of claim 14 , wherein the collection of call data further comprises the collection of data comprising one of rates of caller hang ups, rates of caller requests for a human operator or both.

18. The system of claim 14 , wherein the collection of call data further comprises the collection of timestamps of the caller events.

19. The system of claim 18 , further comprising:
compensating, by the system, the timestamps for at least one of a system processing time and a caller reaction time.

20. The system of claim 14 , wherein the system is an interactive voice response system.

Assignees

• At & T Ip Ii Lp

Inventors

• Blanchard Harry E
• Lewis Steven H
• Pulz Gregory
• Zhang Lan

Classifications

• H04M3/5166 Primary

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

• H04M2203/355

  Interactive dialogue design tools, features or methods · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M3/2218

  Call detail recording · CPC title

• H04M3/36

  Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks · CPC title