The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 22, 2017
Filed:
Mar. 31, 2014
Angel.com Incorporated, Vienna, VA (US);
Praphul Kumar, Falls Church, VA (US);
Aaron Wellman, Annandale, VA (US);
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US);
Abstract
A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.