# US 8,787,534 B1 · Method and apparatus of processing speech dialog data of a user call > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 8,787,534 B1 - Document ID: US8787534B1 - Status: Granted - Kind: B1 - Application number: 13/185,095 - Filed: 2011-07-18 - Granted: 2014-07-22 - Earliest claimed: 2011-06-02 - Assignees: West Corporation - Applicants: Silke Witt-ehsani; Aaron Scott Fisher - Inventors: Silke Witt-ehsani; Aaron Scott Fisher - Web page: https://patentgrep.com/patent/US8787534B1 ## CPC - H04M 3/5232: {Call distribution algorithms} - H04M 3/4936: {Speech interaction details (speech recognition per se G10L15/00)} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - G10L 2015/088: {Word spotting} - H04M 2201/18: Comparators - H04M 2201/405: involving speaker-dependent recognition - H04M 2203/158: Call-type dependent routing - H04M 2203/556: Statistical analysis and interpretation - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING ## Abstract A method and apparatus of processing caller experiences is disclosed. One example method may include determining a call event type occurring during a call and assigning a weight to the call event type via a processing device. The method may also include 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 and a discounting variable that discounts a value of past events. The method may also provide 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. ## Claims ### Claim 1 A method, comprising: determining a call event type occurring at a turn 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. ### Claim 2 (depends on 1) The method of claim 1, wherein the call event type comprises a recognized utterance spoken by the caller during the call. ### Claim 3 (depends on 1) The method of claim 1, wherein the call event type comprises an unrecognized utterance spoken by the caller during the call. ### Claim 4 (depends on 1) The method of claim 1, wherein the call event type comprises a timeout error due to a failure to recognize, via the processing device, dialog spoken by the caller. ### Claim 5 (depends on 1) The method of claim 1, wherein the call event type comprises a disconfirmation by the caller confirming that an utterance spoken by the caller was interpreted incorrectly. ### Claim 6 (depends on 1) The method of claim 1, wherein the call event type comprises a request by the caller to speak with a live agent. ### Claim 7 (depends on 1) The method of claim 1, wherein the at least one of transferring the call to the live agent and switching from the current caller modality to the different caller modality is performed if the caller experience metric is greater than the predefined threshold value. ### Claim 8 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. ### Claim 9 (depends on 8) The apparatus of claim 8, wherein the call event type comprises a recognized utterance spoken by the caller during the call. ### Claim 10 (depends on 8) The apparatus of claim 8, wherein the call event type comprises an unrecognized utterance spoken by the caller during the call. ### Claim 11 (depends on 8) The apparatus of claim 8, wherein the call event type comprises a timeout error due to a failure to recognize, via the processor, dialog spoken by the caller. ### Claim 12 (depends on 8) The apparatus of claim 8, wherein the call event type comprises a disconfirmation by the caller confirming that an utterance spoken by the caller was interpreted incorrectly. ### Claim 13 (depends on 8) The apparatus of claim 8, wherein the call event type comprises a request by the caller to speak with a live agent. ### Claim 14 (depends on 8) The apparatus of claim 8, wherein the at least one of transfer the call to the live agent and switch from the current caller modality to the different caller modality is performed if the caller experience metric is greater than the predefined threshold value. ### Claim 15 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. ### Claim 16 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the call event type comprises a recognized utterance spoken by the caller during the call. ### Claim 17 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the call event type comprises an unrecognized utterance spoken by the caller during the call. ### Claim 18 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the call event type comprises a timeout error due to a failure to recognize, via the processing device, dialog spoken by the caller. ### Claim 19 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the call event type comprises a disconfirmation by the caller confirming that an utterance spoken by the caller was interpreted incorrectly. ### Claim 20 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the call event type comprises a request by the caller to speak with a live agent.