Method and apparatus of analyzing customer call data to monitor customer call behavior
AssigneeWest Corporation
InventorsMichael J. Moore, Erika Nelson Kessenger, Denise Ann Mallory, Paul W. Popp
Life of this patent
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Abstract
A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an interactive voice response (IVR) type call system. One example method may include processing an interactive voice response (IVR) customer call. The method may include receiving customer call input to IVR call menu prompts, evaluating customer call interactions with the IVR call menu prompts, and calculating at least one usability score of the customer's interactions with the IVR call menu prompts. The method may also include displaying the results of the at least one usability scores on a user interface.
Claims20
A method, comprising:
- repeatedly receiving customer call input, via an interactive voice response (IVR) system, to IVR menu prompts;
- and
- for each received customer call, successfully responding, by the IVR system, to at least one of the menu prompts based on at least one numeric usability score of the customer's interactions with the menu prompts, wherein a total number of possible points of the at least one numeric usability score is inversely proportional to a number of received menu prompt response attempts, wherein a numeric usability score is increased for each successful response to the at least one of the menu prompts and decreased each time a speech application must confirm a caller's response, wherein the at least one numeric usability score is one of stored for future analysis and presented to a user interface, wherein the at least one numeric usability score is used to recommend interactive voice response improvements if the at least one numeric usability score corresponds to poor usability.
An apparatus, comprising:
- a receiver configured to repeatedly receive customer call inputs, via an interactive voice response (IVR) system to IVR menu prompts;
- and
- a processor, for each received customer call configured to
- successfully respond to at least one of the menu prompts based on at least one numeric usability score of the customer's interactions with the menu prompts, wherein a total number of possible points of the at least one numeric usability score is inversely proportional to a number of received menu prompt response attempts, wherein a positive point score is assigned to each successful response to the at least one of the menu prompts and a negative point score is assigned to each unsuccessful response to the at least one of the menu prompts, wherein the at least one numeric usability score is one of stored for future analysis and presented to a user interface, wherein the at least one numeric usability score is used to recommend interactive voice response improvements if the at least one numeric usability score corresponds to poor usability.
A non-transitory computer readable storage medium comprising instructions that when executed by a processor cause the processor to perform:
- repeatedly receiving customer call input, via an interactive voice response (IVR) system, to IVR menu prompts;
- and
- for each received customer call, successfully responding, by the IVR system, to at least one of the menu prompts based on at least one numeric usability score of the customer's interactions with the IVR call menu prompts, wherein a total number of possible points of the at least one numeric usability score is inversely proportional to a number of received menu prompt response attempt, wherein a positive point score is assigned to each successful response to the at least one of the menu prompts and a negative point score is assigned each time a speech application must confirm a caller's response, wherein the at least one numeric usability score is one of stored for future analysis and presented to a user interface, wherein the at least one numeric usability score is used to recommend interactive voice response improvements if the at least one numeric usability score corresponds to poor usability.
Dependencies are inferred from the claim text.