Method and apparatus of processing speech dialog data of a user call

An apparatus, comprising:

• a transmitter;
• and
• a processor configured to
• determine a call event type occurring during a call and assign a weight to the call event type;
• calculate a caller experience metric value representing a caller's current call status responsive to determining the at least one call event type, the caller experience metric being a function of the current event type weight, past events at past turns of the call and a discounting variable that discounts a value of past events at past turns of the call;
• and
• compare the caller experience metric to a predefined threshold value and determine whether to perform at least one of transferring the call, via the transmitter, to a live agent and switch from a current caller modality to a different caller modality.

A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:

• determining a call event type occurring during a call and assigning a weight to the call event type via a processing device;
• calculating a caller experience metric value representing a caller's current call status responsive to determining the at least one call event type, the caller experience metric being a function of the current event type weight, past events at past turns of the call and a discounting variable that discounts a value of past events at past turns of the call;
• and
• comparing the caller experience metric to a predefined threshold value and determining whether to perform at least one of transferring the call to a live agent and switching from a current caller modality to a different caller modality.