Advanced Adaptive Communications System (ACS)
This invention allows a system to monitor how quickly and accurately the user is responding via the input device. The input device can be a mouse, a keyboard, their voice, a touch-screen, a tablet PC writing instrument, a light pen or any other commercially available device used to input information from the user to the PBCD. Information is displayed on the PBCD screen based on how quickly and accurately the user is navigating with the input device.
1 .- 2 . (canceled)
3 . A method, comprising:
receiving a call at an interactive voice response system, the voice response system being programmed with a call flow including a plurality of call script nodes;
measuring performance of a caller associated with the call at at least one of the plurality of call script nodes; and
modifying the call flow based on the measuring the performance.
4 . The method of claim 3 , wherein the modifying includes one of maintaining or changing an input modality.
5 . The method of claim 4 , wherein the input modality is one of speech or DTMF input.
6 . The method of claim 3 , further comprising measuring the performance at multiple of the plurality of call script nodes.
7 . The method of claim 3 , wherein the measuring the performance includes measuring at least one of a caller navigation skill level or a caller navigation success rate.
8 . The method of claim 3 , wherein the modifying the call flow includes dynamically extending a timeout value for the caller based on a determination that the caller is having difficulty navigating a call script node.
9 . The method of claim 8 , wherein the dynamically extending includes extending the timeout value for a prescribed time period.
10 . The method of claim 3 , wherein the modifying includes transferring a caller to a customer service representative when a caller frustration index value approaches a predetermined threshold.
11 . The method of claim 10 , wherein the caller frustration index is based on a determination that the caller is having difficulty navigating the call flow based on the measuring the performance at the call script nodes.
12 . The method of claim 3 , wherein the modifying includes modifying the spoken words per minute of at least a portion of the call flow based on a determination that at least a portion of the callers are having difficulty with the portion of the call flow.
13 . The method of claim 12 , wherein the at least a portion of the callers includes a majority of callers to the call flow.
14 . The method of claim 3 , wherein the modifying includes inserting an additional pre-recorded phrase into the call flow based on a determination that a caller is having difficulty with a call script node.
15 . The method of claim 14 , wherein the additional pre-recorded phrase is inserted is a supportive phrase.
16 . The method of claim 3 , further comprising:
generating a report based on data associated with caller navigation patterns of the call flow.
17 . The method of claim 16 , wherein the report includes data associated with an error rate for at least one of the plurality of call script nodes.
18 . A non-transitory processor-readable medium storing code representing instructions to be executed by a processor, the code comprising code to cause the processor to:
receive a call at an interactive voice response system, the voice response system being programmed with a call flow including a plurality of call script nodes;
measure performance of a caller associated with the call at at least one of the plurality of call script nodes; and
modify the call flow based on measuring the performance.
19 . The non-transitory processor-readable medium of claim 18 , wherein the code to modify the call flow includes code to maintaining or changing an input modality.
20 . The non-transitory processor-readable medium of claim 18 , wherein the code to modify the call flow includes code to dynamically extend a timeout value for the caller based on a determination that the caller is having difficulty navigating a call script node.
21 . The non-transitory processor-readable medium of claim 18 , wherein the code to modify the call flow includes code to transfer a caller to a customer service representative when a caller frustration index value approaches a predetermined threshold.
22 . The non-transitory processor-readable medium of claim 18 , wherein the code to modify the call flow includes code to modify the spoken words per minute of at least a portion of the call flow based on a determination that at least a portion of the callers are having difficulty with the portion of the call flow.
23 . The non-transitory processor-readable medium of claim 18 , wherein the code to modify the call flow includes code to insert an additional pre-recorded phrase into the call flow based on a determination that a caller is having difficulty with a call script node.
24 . The non-transitory processor-readable medium of claim 18 , the code further comprising code to cause the processor to generate a report based on data associated with caller navigation patterns of the call flow.