Routing user communications to agents

Patent metadata

Field	Value
Publication number	US-9866692-B2
Application number	US-201715431563-A
Country	US
Kind code	B2
Filing date	Feb 13, 2017
Priority date	Nov 28, 2012
Publication date	Jan 9, 2018
Grant date	Jan 9, 2018

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:
prompting a first customer, by a processor, to select the first subset of data points from a group of available data points;
prompting the first customer, by the processor, to configure values for the first subject of data points;
identifying, by the processor, a first interaction by a first user directed to a first contact center, the first user being different from the first customer;
measuring, by the processor, the first subset of data points based on analysis of communication between the first user and a contact center resource during the first interaction;
computing, by the processor, an experience score for the first user based on measurements of the first subset of data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the first user in interacting with a resource of the contact center during the first interaction; and
in response to determining, by the processor, that the experience score for the first user is lower than a present first threshold, transmitting, by the processor, signals for routing the first interaction to a first human agent associated with the first contact center.

2. The method of claim 1 , further comprising providing, by the processor, access to an Internet-based browser user interface associated with the first contact center to configure the values for the first subset of data points.

3. 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 first contact center, wherein each no input corresponds to an instance of failure of the caller to respond to a query by the contact center,
a number of no matches by a caller placing a call to the first contact center, wherein each no match corresponds to an instance of the caller providing a response to a query by the first contact center that does not match a pre-determined response expected by the first contact center,
a number of tasks not completed by a caller placing a call to the first contact center, wherein each task not completed indicates an instance of the caller failing to complete successfully a task that has been requested by the first contact center,
a number of zero actions by a caller placing a call to the first contact center, 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 first contact center,
a time to zero out by a caller placing a call to the first contact center, 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 first contact center, wherein the wait time of the caller indicates how long the caller has to wait before being connected to a human agent.

4. The method of claim 1 , wherein the communication is voice speech, wherein measuring the first subset of data points comprises:
analyzing, using a speech analysis module hosted by the processor, voice speech made by the first user during the first interaction; and
computing, by the processor, experience score for the first user based on analysis of the voice speech made by the first user,
wherein the experience score for the first user that is computed based on the analysis of the voice speech made by the first user provides a numerical measure indicating an emotional state of the first user during the first interaction.

5. The method of claim 4 , wherein the communication includes voice speech, and the analyzing comprises detecting, by a speech analysis module hosted by the processor, one or more predetermined keywords in the voice speech made by the first user, wherein the one or more predetermined keywords are configured by the first customer.

6. The method of claim 1 , wherein measuring the first subset of data points comprises at least one of:
determining, by the processor, demographic information associated with the first user, and
accessing, by the call handling platform, historical data corresponding to an industry associated with the first contact center; and
wherein computing the experience score for the first user comprises computing the experience score for the first user based on at least one of the demographic information and the historical data.

7. The method of claim 1 , further comprising a prompting the first customer to set a numerical value as the first threshold.

8. The method of claim 1 , further comprising displaying, by the processor, a representation of the experience score for the first user on a display screen coupled to a computing device associated with the first human agent.

9. The method of claim 1 , further comprising outputting the representation of the experience score for the first user to the first human agent via speech while routing the first call to the first human agent.

10. The method of claim 1 , comprising:
identifying, by the processor, a second interaction placed by a second user to a second contact center different from the first contact center;
measuring, by the processor, a second subset of data points based on analysis of communication between the first user and the contact center resource;
computing, by the processor, an experience score for the second user based on measurements of a second subset data points, wherein the experience score for the second user reflects a numerical measure of a level of satisfaction of the second user in interacting with the resource of the contact center during the second interaction; and
in response to determining, by the processor, that the experience score for the second user is lower than a preset second threshold, transmitting, by the processor, signals for routing the second interaction to a second human agent associated with the second contact center.

11. The method of claim 1 , wherein the contact center resource is an automated response system, and the communication is voice communication.

12. A system comprising:
processor; and
memory, wherein the memory stores therein instructions that, when executed by the processor, cause the processor to:
prompt a first customer, by a processor, to select the first subset of data points from a group of available data points;
prompt the first customer, by the processor, to configure values for the first subject of data points;
identify a first interaction by a first user directed to a first contact center, the first user being different from the first customer;
measure a first subset of data points based on analysis of communication between the first user and a contact center resource during the first interaction;
compute an experience score for the first user based on measurements of the first subset of data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the first user in interacting with a resource of the contact center during the first interaction; and
in response to determining that the experience score for the first user is lower than a preset first threshold, transmit signals for routing the first interaction to a first human agent associated with the first contact center.

13. The system of claim 12 , wherein the instructions further cause the processor to provide access to an Internet-based browser user interface associated with the first contact center to configure the values for the first subset of data points.

14. The system of claim 12 , further comprising:
an interactive voice response system including second

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Kumar Praphul
• Wellman Aaron
• Bouzid Ahmed Tewfik

Classifications

• H04M3/5238

  with waiting time or load prediction arrangements · CPC title

• H04M3/5183 Primary

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

• H04M2203/556

  Statistical analysis and interpretation · CPC title

• H04M3/5166 Primary

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

• H04M2203/256

  comprising a service specific user interface · CPC title