Recording user communications

Patent metadata

Field	Value
Publication number	US-9860379-B2
Application number	US-201615338313-A
Country	US
Kind code	B2
Filing date	Oct 28, 2016
Priority date	Mar 31, 2014
Publication date	Jan 2, 2018
Grant date	Jan 2, 2018

Abstract

A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

First claim

What is claimed is:

1. A computer-implemented method comprising:
receiving, at a communication handling platform, a communication initiated by a customer;
computing, by the communication handling platform, an experience score indicative of a level of satisfaction of the customer during the communication;
determining, by the communication handling platform, that an option is enabled for recording the communication;
determining, by the communication handling platform, that the experience score for the customer indicates that the customer has a lower level of satisfaction than a threshold level of customer satisfaction; and
in response to the determinations:
routing the communication to an agent device of a human agent at a contact center; and
initiating recording, by the communication handling platform, of the communication between the customer and the human agent.

2. The method of claim 1 , further comprising:
analyzing, by the communication handling platform, at least one of interaction inputs of the customer or the human agent during an interaction between the customer and the human agent;
based on analyzing at least one of the interaction inputs of the customer or the human agent, determining, by the communication handling platform, a time at which sensitive data is to be exchanged during the interaction; and
in response to determining the time at which sensitive data is to be exchanged during the interaction, stopping recording, by the communication handling platform, of the communication at the time the sensitive data is exchanged during the interaction.

3. The method of claim 2 , wherein the interaction inputs of the customer include speech of the customer, and interaction inputs of the human agent include at least one of speech of the human agent or information entered by the human agent using a graphical user interface presented on a display screen coupled to the agent device.

4. The method of claim 2 , wherein stopping recording of the communication comprises:
sending, by the communication handling platform, an alert message to the human agent to manually stop the recording of the communication.

5. The method of claim 2 , further comprising:
analyzing, by the communication handling platform, at least one of interaction inputs of the customer or the human agent while sensitive data is exchanged during the interaction;
based on analyzing at least one of the interaction inputs of the customer or the human agent, determining, by the communication handling platform, a time at which exchange of sensitive data is completed; and
in response to determining the time at which exchange of sensitive data is completed, resuming, by the communication handling platform, recording of the communication between the customer and the human agent.

6. The method of claim 2 , wherein the stopping of the recording of the communication comprises stopping recording, by the communication handling platform, of screen captures of the display screen coupled to the agent device.

7. The method of claim 1 , wherein determining the option is enabled for recording the communication comprises determining that an option for automatically recording the communication by the communication handling platform is enabled, the method further comprising:
accessing a second threshold that indicates a second level of customer satisfaction;
comparing the experience score to the second threshold; and
conditioned on determining, by the communication handling platform and based on the comparing, that the experience score for the customer indicates that the customer has a lower level of satisfaction than the second level of customer satisfaction, and based on determining that the option for automatically recording the communication is enabled, automatically recording, by the communication handling platform, the communication between the customer and the human agent.

8. The method of claim 1 , wherein determining that the option is enabled for recording the communication comprises determining that a first option for automatically recording the communication by the communication handling platform and a second option for alerting a human agent to manually start recording of the communication are enabled, the method further comprising:
accessing a second threshold that indicates a second level of customer satisfaction, the second threshold associated with the first option for automatically recording the communication by the communication handling platform;
comparing the experience score to the second threshold;
conditioned on determining, by the communication handling platform and based on the comparing, that the experience score for the customer indicates that the customer has a higher level of satisfaction than the second level of customer satisfaction, accessing a third threshold that indicates a third level of customer satisfaction, the third threshold associated with the second option for alerting a human agent to manually start recording of the communication; and
conditioned on determining, by the communication handling platform and based on the comparing, that the experience score for the customer indicates that the customer has a lower level of satisfaction than the third level of customer satisfaction and based on determining that the second option is enabled for alerting a human agent to manually start recording of the communication, sending, by the communication handling platform, an alert message to the human agent to manually start recording of the communication between the customer and the human agent.

9. The method of claim 8 , further comprising:
updating, by the communication handling platform, the experience score for the customer during an interaction between the customer and the human agent;
comparing the experience score to the second threshold;
conditioned on determining, by the communication handling platform and based on the comparing, that the experience score for the customer indicates that the customer has a lower level of satisfaction than the second level of customer satisfaction:
determining, by the communication handling platform, that the human agent has manually started the recording of the communication; and
based on the determining, by the communication handling platform, that the human agent has not manually started the recording of the communication, automatically recording, by the communication handling platform, the communication between the customer and the human agent.

10. The method of claim 1 , wherein the communication is via an interactive communication mode comprising voice, email, webchat, or short message service (SMS).

11. The method of claim 1 , wherein the recording of the communication comprises recording, by the communication handling platform, screen captures of a display screen coupled to the agent device during an interaction between the customer and the human agent.

12. A system comprising:
a communication handling platform including a processor and instructions stored in a machine-readable medium that, when executed by the processor, cause the processor to:
receive a communication initiated by a customer;
compute an experience score indicative of a level of satisfaction of the customer during the communication;
determine that an option is enabled for recording the communication;
determine that the experience score for the customer indicates that the customer has a lower level of satisfaction than a threshold level of customer satisfaction; and
in response to the determinations:
route the communication to an agent device of a human agent at a contact center; and
initiate recording of the communication between the customer and the

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Kumar Praphul
• Ramchander Rajesh

Classifications

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• H04M3/523

  with call distribution or queueing · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• H04M3/5133

  Operator terminal details · CPC title

• H04M3/42221

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title