Automated method for determining caller satisfaction
US7724888B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 27, 2005 |
| Grant date | May 25, 2010 |
| Priority date | — |
| Expiry date | Mar 8, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/4936
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An automated method for determining user satisfaction with a call comprising (1) maintaining a count of the number of times a user was asked for input during the call (the “actual count”), (2) maintaining a count of the number of times a user should have been asked for input based on the dialog path the user traversed (the “ideal count”), and (3) associating no difference between the actual count and the ideal count with maximum user satisfaction and associating increasing differences between the counts with decreasing user satisfaction. In one embodiment, if the difference between the actual count and ideal count reaches a certain threshold, the call system changes the interaction with the user.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.