Routing user communications to agents
US9148512B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 11, 2013 |
| Grant date | Sep 29, 2015 |
| Priority date | — |
| Expiry date | Oct 11, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/556
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.