Automated method for determining caller satisfaction
View Patent ↗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.
1. An automated method for determining user satisfaction with a call comprising:
maintaining an actual count of the number of times a user was asked for input during the call;
maintaining an ideal count of the number of times the user should have been asked for input during the call based on the dialog path the user traversed during the call; and
associating no difference between the actual count and the ideal count with maximum user satisfaction, and associating increasing differences between the actual count and the ideal count with decreasing user satisfaction.
2. The method of claim 1 further comprising calculating the relative proportion between the actual count and the ideal count to determine the difference between the counts.
3. The method of claim 1 further comprising subtracting the ideal count from the actual count to determine the difference between the counts.
4. The method of claim 1 further comprising subtracting the actual count from the ideal count to determine the difference between the counts.
5. The method of claim 1 , wherein the input is voice input.
6. The method of claim 1 , wherein the method is implemented by an automated voice recognition system.
7. The method of claim 1 , wherein the dialog path is a series of states and wherein maintaining the ideal count comprises:
each time the user enters a state for the first time during the call, incrementing the ideal count; and
each time the user reenters a state during the call, incrementing the ideal count only if an indicator associated with such reentry indicates the ideal count should be incremented.
8. The method of claim 7 wherein an indicator associated with reentry indicates the ideal count should be incremented if the reentry is predetermined to be a successful progression of the call.
9. The method of claim 6 wherein an indicator associated with the reentry indicates the ideal count should not be incremented if the reentry is predetermined not to be a successful progression of the call.
10. The method of claim 7 wherein the indicator associated with the reentry indicates the ideal count should not be incremented if the reentry is for the purpose of requesting that the user repeat an attempt to enter input for a state.
11. The method of claim 7 wherein the indicator associated with the reentry indicates the ideal count should not be incremented if the reentry is for the purpose of requesting that the user reenter voice input due to failure to recognize previously-entered voice input for the state.
12. The method of claim 7 , wherein the indicator associated with the reentry indicates that the ideal count should not be incremented if the reentry is due to failure to receive requested input from the user.
13. The method of claim 7 , wherein the indicator associated with the reentry indicates that the ideal count should not be incremented if the reentry is due to the user not validating a recognition result of voice input.
14. The method of claim 6 , wherein in response to the difference between the ideal count and the actual count exceeding a predetermined limit threshold during the call, initiating action to assist the user with the call.
15. The method of claim 14 , wherein initiating action to assist the user with the call includes transferring the call to a live agent.
16. The method of claim 1 , wherein in response to the difference between the ideal count and the actual count reaching a predetermined threshold during the call, changing the interaction with the user to provide the appropriate level of assistance to the user.
17. The method of claim 16 , wherein changing the interaction includes changing prerecorded prompts used to prompt the user for information.
18. The method of claim 16 , wherein changing the interaction includes changing the grammar against which user voice input is recognized.
19. The method of claim 16 , wherein changing the interaction includes changing the dialog path.
20. The method of claim 1 , further comprising calculating the difference between the actual count and the ideal count for multiple calls, and using the differences to sort or rank calls.
21. The method of claim 20 , further comprising using the difference to identify problematic calls.
22. The method of claim 1 , further comprising calculating the difference between the actual count and the ideal count for multiple calls and comparing calls based on calculations of such differences.
23. An automated method in an interactive voice response system for determining user satisfaction with a call comprising:
maintaining an actual count of the number of times a user was asked for input during the call;
maintaining an ideal count of the number of times the user should have been asked for input during the call based on the dialog path the user traversed during the call;
determining whether the difference between the actual count and the ideal count reaches a certain threshold; and
in response to the difference reaching the certain threshold, changing the interaction with the user to provide the appropriate level of assistance to the user.
24. The method of claim 22 , wherein changing the interaction includes changing prerecorded prompts used to prompt the user for information.
25. The method of claim 22 , wherein changing the interaction includes changing the grammar against which user voice input is recognized.
26. The method of claim 22 , wherein changing the interaction includes changing the dialog path.
27. The method of claim 1 , wherein the dialog path is a series of states and wherein maintaining an ideal count and an actual count comprises maintaining an ideal count and actual count for each unique state in the dialog path.
28. The method of claim 27 , wherein the ideal count for the call is the sum of the ideal counts for each of the unique states in the dialog path and wherein the actual count for the call is the sum of the actual counts for each of the unique states in the dialog path.
29. An automated method in an interactive voice response system for determining user satisfaction with a call, wherein the call comprises a series of states, comprising:
maintaining an actual count of the number of times a user was asked for input during a state;
maintaining an ideal count of the number of times the user should have been asked for input during such state;
determining whether the difference between the actual count and the ideal count reaches a certain threshold; and
in response to the difference reaching the certain threshold, changing the interaction with the user to provide the appropriate level of assistance to the user.
30. The method of claim 29 , wherein changing the interaction includes changing prerecorded prompts used to prompt the user for information.
31. The method of claim 29 , wherein changing the interaction includes changing the grammar against which user voice input is recognized.