111111
`
`1111111111111111111111111111111111111111111111111111111111111
`US006970554Bl
`
`(12) United States Patent
`Peterson et al.
`
`(10) Patent No.:
`(45) Date of Patent:
`
`US 6,970,554 Bl
`Nov. 29, 2005
`
`(54) SYSTEM AND METHOD FOR OBSERVING
`CALLS TO A CALL CENTER
`
`(75)
`
`Inventors: Patrick Peterson, Cambridge, MA
`(US); Michael Roberts, Cambridge,
`MA(US)
`
`(73) Assignees: Verizon Corporate Services Group
`Inc., New York, NY (US); BBNT
`Solutions LLC, Cambridge, MA (US)
`
`( *) Notice:
`
`Subject to any disclaimer, the term of this
`patent is extended or adjusted under 35
`U.S.C. 154(b) by 593 days.
`
`(21) Appl. No.: 10/090,264
`
`(22) Filed:
`
`Mar. 4, 2002
`
`Related U.S. Application Data
`
`(60) Provisional application No. 60/276,266, filed on Mar.
`15, 2001, provisional application No. 60/273,710,
`filed on Mar. 5, 2001.
`
`(51)
`
`Int. Cl? ....................... H04M l/656; H04M 3/22;
`H04M 3/523; H04M 3/527
`(52) U.S. Cl. ............................... 379/266.1; 379/32.02;
`379/32.04; 379/88.18; 379/265.06; 379/265.07;
`379/265.08
`(58) Field of Search ............................... 379/85, 88.01,
`379/88.04, 88.08, 88.09, 88.18, 265.01, 265.02,
`379/265.06, 265.D7, 265.08, 32.01, 32.02,
`379/32.04, 112.01, 133, 134, 265.03, 266.1
`
`(56)
`
`References Cited
`
`U.S. PATENT DOCUMENTS
`5,715,306 A *
`6,707,904 B1 *
`6,724,887 B1 *
`6,741,697 B2 *
`6,763,104 B1 *
`6,823,054 B1 *
`2003/0026413 A1 *
`
`379/265.02
`2/1998 Sunderman et a!.
`3/2004 Judkins et a!. ......... 379/265.06
`4/2004 Eilbacher et a!. ...... 379/265.03
`5!2004 Benson et a!. ......... 379/265.02
`7/2004 Judkins et a!. ......... 379/265.09
`11/2004 Suhm et a!.
`................ 379/134
`2/2003 Brandt eta!. ............... 379/230
`
`OTHER PUBLICATIONS
`
`D. Stallard, "Talk'N'Travel: A Conversational System for
`Air Travel Planning," Applied Natural Language Processing
`ANLP 2000, Seattle, WA.
`E. Levin et al., "CHRONUS, The Next Generation," ARPA
`Workshop on Spoken Language Technology, 1995, Austin,
`TX.
`C.H. Lee et al., "On Natural Language Call Routing,"
`Speech Communications, vol. 31, pp. 309-320, 2000.
`H. Chang et al., "An Automated Performance Evaluation
`System For Speech Recognizers Used In The Telephone
`Network," International Conference On World Prosperity
`Through Communications, 1989.
`D.S. Pallett et al., "1993 Benchmark Tests For The ARPA
`Spoken Language Program," ARPA Workshop on Spoken
`Language Technology, 1994, Princeton, NJ.
`K. Edwards et al., "Evaluating Commerical Speech
`Recognition and DTMF Technology
`for Automated
`IEEE Colloquium on
`Telephone Banking Services,"
`Advances in Interactive Voice Technologies for Telecom(cid:173)
`munication Services, 1997.
`
`(Continued)
`
`Primary Examiner-Harry S. Hong
`(74) Attorney, Agent, or Firm-Leonard C. Suchtya, Esq.;
`Joel Wall, Esq.; Fitzpatrick, Cella, Harper & Scinto
`
`(57)
`
`ABSTRACT
`
`An observation system for observation calls to a call center
`includes an automatic call director (ACD) unit, an interac(cid:173)
`tive voice response (IVR) unit, and a recorder unit. The ACD
`receives incoming calls to the call center and also queues
`and switches the calls to various lines of the call center. The
`IVR unit is connected to the ACD unit and interacts with a
`caller via an interactive computer program in which the
`caller enters a response to a prompt and the response causes
`the interactive program to provide the caller with informa(cid:173)
`tion or another prompt. The recorder unit records calls to the
`call center from beginning to end, including prompts made
`by the IVR unit, callers responses to the prompts, and
`information provided by the IVR unit to the callers.
`
`30 Claims, 43 Drawing Sheets
`
`~------
`1
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`1113
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`GTL 1006
`IPR of U.S. Pat. No. 8,135,115
`
`0001
`
`

`
`US 6,970,554 Bl
`Page 2
`
`01HER PUBLICATIONS
`
`U.S. Appl. No. 10/090,205, filed Mar. 4, 2002, Patrick
`Peterson et al.
`U.S. Appl. No. 10/090,579, filed Mar. 4, 2002, Patrick
`Peterson et al.
`U.S. Appl. No. 10/090,546, filed Mar. 4, 2002, Katherine
`Godfrey et al.
`U.S. Appl. No. 10/090,369, filed Mar. 4, 2002, Bernhard
`Suhm et al.
`U.S. Appl. No. 10/090,210, filed Mar. 4, 2002, Patrick
`Peterson et al.
`U.S. Appl. No. 10/090,395, filed Mar. 4, 2002, Patrick
`Peterson et al.
`U.S. Appl. No. 10/090,234, filed Mar. 4, 2002, Daniel
`McCarthy et al.
`U.S. Appl. No. 10/090,522, filed Mar. 4, 2002, Patrick
`Peterson et al.
`U.S. Appl. No. 10/090,524, filed Mar. 4, 2002, Marie Meteer
`et al.
`C.A. Kamm et al., Design and Evaluation of Spoken Dialog
`Systems, Proc. Of IEEE Workshop on Automatic Speech
`Recognition and Understanding, 1997 pp. 11-18.
`
`Jeremy Peckham, A New Generation of Spoken Dialogue
`Systems: Results and Lessons from the Sundial Project,
`Proc. Of the 3'd European Conference on Speech Com(cid:173)
`munication and Technology, Berlin, Sep. 1993, pp. 33-40.
`S. Bennacef et al., Dialog in the RailTel Telephone-Based
`System, Intl. Conf. On Speech and Language Processing,
`Philadelphia 1996, pp. 550-553.
`M. Walker et al., PARADISE: A Framework for Evaluating
`Spoken Dialogue Agents, Proc. Of the 35'h Annual Meeting
`of The ACL and 8'h European Conf. Of the European
`Chapter of the ACL, Jul. 7-12, 1997, Madrid, pp. 271-280.
`M. Cohen, Universal Commands for Telephony-Based
`Spoken Language Systems, Telephone Speech Standards
`Committee, Common Dialog Tasks Subcommittee, SIGCHI
`Bulletin, vol. 32, No. 2, Apr. 2000, pp. 25-29.
`Bruce Balentine and David P. Morgan, How to Build a
`Speech Recognition Application, Enterprise Integration
`Group, Inc., San Ramon, CA, 1999.
`
`* cited by examiner
`
`0002
`
`

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`FIG. 1
`
`LIFE-OF-CALL
`
`DIAGRAM
`
`'---......1 TO SPECIALISTS '---_.
`
`ANALYSIS
`ROUTING
`
`(MIS·) ROUTING
`
`ANALYSIS
`AUTOMATION
`
`DIAGRAM
`USER-PATH
`
`MONITORING
`PERFORMANCE
`IVRSYSTEM
`
`1
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`CALL TYPE
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`
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`IVR EVENT
`
`8
`
`..........,,
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`SEQUENCE
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`
`ANALYSIS & PROMPT
`
`IVR SYSTEM
`
`INFERENCE
`
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`
`1'--5
`
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`
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`
`MINI
`CALLS;
`
`ON-LINE
`
`SEQUENCE
`IVREVENT
`
`PERFORMANCE
`
`IVR SYSTEM
`
`DATA
`
`0003
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 2 of 43
`
`US 6,970,554 Bl
`
`AGENT -CALLER
`DIALOG EVENT
`SEQUENCES
`
`COMPILE
`LIFE-OF-CALL
`DIAGRAM
`
`CREATE
`AUTOMATION
`ANALYSIS REPORT
`
`FIG. 1A
`
`0004
`
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`RECORDER OR
`
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`
`0008
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 7 of 43
`
`US 6,970,554 Bl
`
`FIG. 3C-1
`
`FIG. 3C-2
`
`0009
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 8 of 43
`
`US 6,970,554 Bl
`
`MAIN MENU PROMPT
`TO MAKE PAYMENT ARRANGEMENTS ... 1
`TO ORDER NEW SERVICE ...... 2
`TO ADD, CHANGE, MOVE OR DISCONNECT SERVICE .... 3
`FOR BILLING OR ALL OTHER. ..... 4
`FOR REPAIRS ..... 5
`
`PAYMENT ARRANGEMENTS
`(MAST1R KEY)
`
`CUST HEARS PHONE Rr.IN.;.;::G~~=-==-»
`LANGUAGE PROMPT
`ENGLISH ... 1
`SPANISH ... 2
`
`ESTAB. ACCT USING
`PERSONAL PIN
`3
`
`BALANCE READOUT
`
`A. YOU CURRENTLY OWE $X
`THIS AMOUNT INCLUDES BALANCE OF $X
`THIS AMT INCLUDES $X FOR TOLL CALLS AND $X FOR LOCAL CALLS
`LAST PAYMENT CREDITED $X
`B. YOUR SERVICE HAS BEEN TEMPORARILY DISCONNECTED BECAUSE YOU OWE $X
`C. YOUR SERVICE IS BEING RESTORED
`FURTHER MENUS INCLUDING
`(SOME OR ALL OF FOLLOWING)
`HOURS AND OTHER INFO (PRESS 1 OR 2)
`NEXT LOCATION ...
`REPEAT LOCATION ...
`ENTER NEW ZIP ...
`END THIS FUNCTION ...
`SPEAKTOAREP ... O
`
`FIG. 3C-1
`
`0010
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 9 of 43
`
`US 6,970,554 Bl
`
`ADD, CHANGE, MOVE OR
`DISCONNECT SERVICE
`3
`
`OTHER BILLING
`QUESTIONS
`3
`
`YES/NO
`PROMPT
`FOR LOCAL
`BOOK
`(SPEECH)
`
`IF NOT-
`NAME OF STATE
`PROMPT
`FOR IOCiiiBOOK
`
`FOR YJZ THRESHOLD BILLING, CALL 800-222-0300
`IF YOU ARE A SUBSCRIBER TO XYZ, LLL, SPR, PRESS 1
`FOR OTHER INQUIRIES, PRESS 2"
`
`FIG. 3C-2
`
`0011
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 10 of 43
`
`US 6,970,554 Bl
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`
`TRANSFER COMPLETED
`
`TRANSFER QUEUE (CALLER ON HOLD}
`
`TOUCH TONE SELECTION
`
`TOUCHTONENUMBERSPRESSED
`
`TOUCHTONENUMBERSPRESSED
`
`TOUCH TONE SELECTION
`
`VALID NUMBER
`
`##:##:##
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`IVR END
`
`TRANSFER TO AGENT
`
`MENU2
`
`QUERY B
`
`QUERY A
`
`MENU 1
`
`VALIDATE TELEPHONE NUMBER
`
`TOUCHTONENUMBERSPRESSED
`
`##:##:##
`
`TELEPHONE NUMBER RE-PROMPT
`
`TOUCH TONE NUMBERS PRESSED, E.G., 617-555-1212
`
`INVALID NUMBER
`
`TOUCH TONE SELECTION, E.G., 3
`
`DATE; CALLER IDENTIFICATION
`
`OUTCOME
`
`##:##:##
`
`##:##:##
`
`##:##:##
`
`##:##:##
`
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`
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`
`TELEPHONE NUMBER PROMPT
`
`INITIAL MENU
`
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`
`STATE
`
`0013
`
`

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`
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`
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`
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`DATE
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`ACCOUNT NO. RE-PROMPT
`VALIDATE NUMBER
`ACCOUNT NO. PROMPT
`INITIAL MENU
`CALL ARRIVAL
`
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`##,##,##
`
`617-987-6543
`617-987-6543
`617-987-6543
`617-987-6543
`617-987-6543
`617-987-6543
`201-321-4567
`201-321-4567
`201-321-4567
`201-321-4567
`201-321-4567
`201-321-4567
`212-123-4567
`212-123-4567
`212-123-4567
`212-123-4567
`212-123-4567
`
`OUTCOME
`
`STATE
`
`TIME
`
`UNIQUE ID
`
`0014
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 13 of 43
`
`US 6,970,554 Bl
`
`(~~~~i~~~}-102
`·::::::::r::::::
`
`104
`
`· · · ·' .
`.
`103
`: PROMPT
`·.
`CALL
`. ...-
`···~
`-•• SPLITTING _.. . ..-- - - - -.. DETECTION .:
`.
`.
`................... .................
`
`1'
`
`WAVEFORM
`(ONE PER CALL)
`106\. .t...
`107
`
`109
`
`PROMPT
`SAMPLES
`
`CALL
`:
`:_CLASSIFICATION;
`
`111
`
`111
`
`.......
`
`· ..
`: ANNOTATION
`~ (TRANSCRIBERS) ;'--112
`
`USER-PATH
`DIAGRAM
`
`IVRSYSTEM
`AUTOMATION ANALYSIS
`
`FULL
`TRANSCRIPT
`
`FIG. 4
`
`0015
`
`

`
`1--"
`~
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`
`210
`
`CONTACT CONTENT
`
`CUSTOMER
`
`DATABASE
`
`FIG. 5
`
`ANNOTATION ALGORITHMS
`
`ENTITIES
`NAMED
`
`QUALITY FEATURES
`TRANSACTIONS;
`EXCHANGES;
`TOPICS; INFORMATION
`
`DETECTOR DETECTOR
`
`ENTITY
`NAMED
`
`TOPIC
`
`206
`
`WORDS
`
`TURNS
`SPEAKER
`
`204
`
`DETECTOR
`CHANGE
`SPEAKER(cid:173)
`
`EXIT CONDITION
`SEQUENC'E AND
`IVR EVENT
`
`SPEECH EVENTS
`SPEECH & NON(cid:173)
`
`203
`
`SPEECH/NON(cid:173)
`
`DETECTOR
`SPEECH
`
`AUDIO SIGNAL
`RECORDING
`
`CALL
`
`0016
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 15 of 43
`
`US 6,970,554 Bl
`
`LEARN ABOUT
`CALL CENTER
`
`DEVELOP CODING
`SHEET
`
`S1
`
`S2
`
`83
`
`S4
`
`LISTEN TO LIVE
`END-TO-END CALLS
`
`RECORD
`END-TO-END CALLS
`
`CODE FROM NOTES
`
`CODE WHILE
`REPLAYING CALLS
`
`S7
`
`SB
`
`TABU LATE RESULTS
`FROM CODING SHEET
`
`PRODUCE REPORT
`
`S6
`
`FIG. 6A
`
`0017
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 16 of 43
`
`US 6,970,554 Bl
`
`FIG. 68
`
`FIG. 68-1
`
`FIG. 68-2
`
`FIG. 68-4
`
`0018
`
`

`
`1--"
`~
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`
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`
`0
`0
`4 3 3
`OTHER
`BILLING OTHER
`0
`1
`0
`5
`3
`12:01:11
`M
`
`22
`NEW
`0
`1
`0
`68
`9
`112:10:21
`M
`2021234567 7181234567
`
`0
`10
`
`0
`1
`
`INPUT NUMBER
`NEW 0
`0
`11
`0
`12
`4
`9:46:48
`F
`
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`1
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`3
`1
`14:30:57
`F
`7321234567 5161234567
`
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`0
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`OTHER
`BILLING OTHER ADD/CHANGE REPAIR
`0
`1
`0
`5
`4
`12:41 PM
`M
`9731234567
`
`0
`0
`0
`3
`0
`14:50:41
`
`9181234567
`
`0
`1
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`ADD/CHANGE
`
`0
`1
`3
`3
`40[1NVALID1
`0
`1
`0
`11
`10
`2:21PM
`F
`
`0
`0
`
`0
`0
`
`31
`0
`1
`0
`12
`12
`2:40PM
`M
`
`PHONE NO
`31
`0
`1
`0
`6
`lb
`12:03 PM
`
`2121234567 2011234567 9141234567
`
`MJW
`M-215
`
`MJW
`M-178
`
`MJW
`M-130
`
`MJW
`M-71
`
`MJW
`M-33
`
`MJW
`M-10
`
`64
`64
`
`YJT
`53
`
`YJT
`38
`
`I
`
`-·--
`
`--
`
`1
`
`1
`
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`1
`
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`1
`
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`
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`
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`1
`
`1
`
`0
`0
`HANG UP RING
`3
`4
`0
`0
`0
`
`1:58PM
`
`1211411996 12117/1996 12/19/1996 27-DEC
`YJT
`10
`
`FIG. 68-1
`2-1 ORDER NEW SERVICE (WELCOME CENTERl
`1. PAY ARRANGEMENTS !MASTER KEY)
`INDICATE MENU CHOICES MADE IN IVR
`OTHER !DIDN'T CATCH ITl
`BY PRESSING "0"
`IN IVR THROUGH A VALID NONZERO TRANSFER? 0
`IN IVR THROUGH INVALID/TIMEOUT?
`THBOUGH INTRODUCTION BY PREVIOUS AGENT?
`BY AUTO TRANSFER BASED ON PHONE NUMBER?
`BY ROTARY PHONE (0 TONES PRESSEDl?
`IF CALLER GOT TO AN AGENT HOW?l
`5 REPAIR
`14 BILLING/OTHER
`3 ADD/CHANGE
`2 NEW SERVICE
`1 MASTERKEY
`WHERE IN IVR DID THEY ABANDON
`UNUSUALLY HEAVY CALL VOLUMES
`ABANDON AT FAST BUSY OR SYSTEM BUG
`ABANDON AT "ALL OUR AGENTS ARE CURRENTLY"
`ABANDON WHILE RINGING FOR AGENT
`ABANDON AT OWER PROMPT
`ABANDON AT CUSTOMER ID PROMPT
`ABANDON AT PHONE# PROMPT
`ABANDON AT START OF IVR !RINGING OR INTROl
`IF 1 INDICATE WHICH ONE APPLIES)
`WAS CALL INCOMPLETE (0 FUNCTIONS?)
`DID CALLER TRY_O AND FAIL?
`"HANG UP" "ROTARY''
`USE WORDS: "8iONE #""RING" "FAST BUSY"
`IVR SUMMARY:lMENU CHOICESl
`DEBUG
`DID CALL INVOLVE AN AGENT?
`WAS THIS A FULLY AUTOMATED CALL?
`DURATION OF ENTIRE CALL !WHOLE MINl
`DURATION OF INTERACTION !WHOLE MINl
`CLOCK TIMEJEND OF INTERACTION)
`SEX OF CALLER:
`PHONE#:
`DATE:
`TRANSCRIBER
`CALL NUMBER
`
`0019
`
`

`
`1--"
`~
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`
`0 0
`
`0
`
`0
`
`0 0
`
`0
`
`0
`
`0
`
`0
`
`FIG. 68-2
`II. AGENT DO POTENTIALLY AUTO FUNCTIONS? 0
`COPY OF BILL
`ENTER DETAILS OF LAST PAYMENT
`PAYMENT ARRANGEMENTS
`ES IABLISH ACCT USING PIN
`ACCOUNT INFORMATION
`PAYMENT MAILING ADDRESS
`PAYMENT CENTER HOURS
`PAYMENT CENTER LOCATION
`INDICATE WHICH ONES]
`I. AGENT PERFORM AUTOMATED FUNCTIONS? 0
`COULD THIS HAVE BEEN DONE IN MK/TB
`
`THE CALLS.
`TO PAY FOR
`CTR.
`SHE'LL HAVE
`WELCOME ACCESS AND
`FOR INTERNET
`AND T->
`ANEW#
`IDNUMBER
`ASSIGNED SISTER DIALING
`ORDER
`RECOGNIZE
`NEWSVC HE DOESN'T
`ON CALLS THAT
`SON CHECKING
`
`TELEMRK
`TOMORROW.
`FORVZ
`FOR BET. 12-7
`ADDED TO LINE
`SCHEDULED AN AP T PHONE IS NOT CONNECTED TO
`JACK IN HER ROOMP W/0 HAVING REALISED THAT
`LIST. BLOCK
`TELEMARKETING REPAIR DONE ON THE TRANSFERRED TO XYZ LEASING.
`DIDN'T PUT IT IN. NEEDS THROUGH XYZAND SO IS
`REMOVED FROM
`WANT'S TOBE
`NUMBER SPOKE IT AND BILL FO
`PROMPTED FOR PHONE USING lk SHE'S STILL GETTING A
`GUST. AND JUST
`CALLNOTAVZ
`SYSTEM AND WHEN
`PHONE OUT AND SOMEONE IS
`TELEMARKETING WAS A VOICE-RECO
`WORRIED THAT SHE THREW A
`RECEIVEDVZ
`CALLER THOUGHT IT
`LEASING A PHONE COSTS MONEY
`
`BILLED FOR OTHER CALLS.
`NUMBER AND SHE'S NOT GETTING
`
`IT, PHONE LEASED
`
`FEATURES A MONDAY AFTER CALLING.
`30-DAY-TRIAL GET THROUGH ON SELECTIVE
`3-AREA
`DROP FREE WAS UNABLE TO
`PHONE AND MOVING TO APT 4-REGIONAL:
`TENANT IN APT 3 VERIZON
`MOTHER'S
`SWITCH TO
`IN AT START.
`TO
`DISTANCE WARM TRANSFER WANTS TO
`WITH XVZ
`FOR TENANTS.
`ADD LONG
`UNHAPPY
`LORD CALLING
`WANTS TO
`CUSTOMER
`ANGRY LAND-
`
`45 MINUTES.
`
`1
`
`1
`
`1
`
`1
`
`1
`
`1
`
`(PROBLEM + SOLUTION)
`AGENT CALL SUMMARY:
`COPY OF BILL
`ENTER DETAILS OF LAST PAYMENT
`PAYMENT ARRANGEMENTS
`ESTABLISH ACCE USING PIN
`ACCOUNT INFORMATION
`PAYMENT MAILING ADDRESS
`PAYMENT CENTER HOURS
`PAYMENT CENTER LOCATION
`INDICATE FUNCTIONS COMPLETED IN IVRl
`1-2 (SPANISH)_
`5 REPAIR !REPAIR CENTER)
`4-3-3 BILLING/OTHER/OTHER
`4-3-2 BILLING/OTHER/MASTER KEY
`4-3-1 BILLING/OTHER/PAY/MASTER K
`4-2 BILLING/UNAUTHORIZED CALLS
`4-1 BILLING/PHONE DIRECTORY
`3-3 DISCONNECT
`3-2 ADD/REMOVE
`3-1 ADD/ADD
`2-2 NEW SERVICE-FOLLOW-UP
`
`0020
`
`

`
`1-"
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`
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`
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`
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`
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`
`u
`
`0
`
`--0
`
`FIG. 68-3
`
`-I
`
`BllSlNESSACCOUNTS
`I WELCOME CENTER
`TELL HOW TQ USE FEATURES
`DlSCONNECT
`NEW SERVICEFOLLOWUP
`DMC
`800-427-9977 "BUSINESS OFFICE"
`L8IZ:_525-2375 DSL
`1800-585-6127 INSTALLAIIOtHIQIJ.lliE
`800-246-2800 UNLAWFUL CALL SQLCTR
`1888-243-9733 TOLLBlWNG
`TPV
`1800-870-01000 SERVICE SOLUTIONS
`L800-28HB33-COLLEGILON CENTER
`1800-275-2355 REPAIR
`1800-281-8584 MASTER KEY
`IV.IF TRANSFERRED. TO WHAT DESTINATION?
`I DID AGENT TRANSFER THE CALL?
`DID AGENT SEE CALL AS MJSDIRECTED?
`I WAS THIS CALL CODED ABOVE?
`I OTHER
`TELL HOWlWHEN TO USE FEATURES THEY OWN
`I SCHEDULE A VISIIWJIHREPAIRMAN
`CONFIRM TODAY'S REPAIRSCHEillJLE
`REMO~EillHE!iCHARGES FROM BILL
`I REMOVE UNAUTHORIZED_CALLEROM BILL
`I EXPLAIN BILL
`DISCONJiECLIAtill£08WARD CALLSl
`SALES IREMOVE_FEATURE: AGENT AKS WHYl
`I SALES IPKGS. SERVJCES:UNES.JACKS. ETCl
`CHECK.illLSTATUS OEPENDING_D_RDER
`I NEW SERVIGtFOLLOWUf'JtiDLQJSC_ON N ECTl
`I NEW SERVJCE-EXet.AlliS 2 PARTS NEEDED
`PAYMENTARRANGEMENlS
`I !INDICATE WHICH ONES.
`Ill. DIDJ.GENT DO NON-AUTOMATED FU!iCTIQN_S?T
`I OTHER: IPOTENTIALLYAUTOMATABLEl
`IGET ADDRESSEORWRJT!NG TO REFUTE BILL
`I GET INffiQNRATES-BYMAlrOR SEtDIRECT.
`I GET 3 + 2 DIGIT NUMBER ON BILL
`GET VDICE MAIL ACCESS#
`I REQUEST CAJIING CARD
`IIINDICAIEWHICH ONESl
`
`0021
`
`

`
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`1
`c
`0
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`0
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`0
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`
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`
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`0
`c
`0
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`0
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`
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`
`j
`
`0
`0
`0
`0
`0
`1
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`0
`0
`0
`0
`0
`0
`0
`0
`
`1
`
`0
`0
`1
`0
`0
`0
`0
`0
`0
`0
`
`2
`
`PLAN T .
`ASSIG~sr,TE
`2ND AGENT
`2
`
`CONNECTED TO HER BILLING NUMBER.
`ENDED AND THE PHONE ISN'T
`XYZ EXPLAINED THAT LEASING IS
`
`58
`1
`
`0
`7
`
`1
`
`1
`1
`0
`0
`0
`0
`0
`1
`0
`0
`0
`0
`0
`0
`0
`0
`0
`
`0
`0
`0
`0
`0
`0
`1
`0
`0
`0
`
`2
`
`1
`1
`
`1
`
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`1
`0
`0
`0
`
`1
`
`0
`0
`0
`0
`0
`0
`1
`0
`c
`0
`
`1
`
`0
`0
`0
`0
`0
`0
`(
`0
`0
`0
`0
`1
`0
`0
`0
`
`1
`
`0
`0
`0
`0
`0
`0
`
`0
`0
`0
`
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`
`0
`
`0
`0
`0
`0
`0
`0
`0
`0
`0
`0
`
`FIG. 68-4
`
`-
`
`OTHER (UNKNOWN)
`INVALID TIMEOUT OR "0" ONCE IN IVR
`ROTARY (INITIAL TIMEOU ll
`1-2lSPANISHl
`5 REPAIR (REPAIR CENTER)
`4-3-3-0THER
`4-3-2 BALANCE/COPY/LOCATIONS/LAST PAYMENT
`4-2 BILLING/UNAUTHORIZED CALLS
`4-1 BILLING/PHONE DIRECTORY
`3-3 DISCONNECT
`3-2 ADD/REMOVE
`3-1 ADD/ADD
`2-2 NEW SERVICE-FOLLOW-UP
`2-1 ORDER NEW SERVICE (WELCOME CENTER)
`1 OR4-3-1 PAY ARRANGEMENTS fMASTER KEYl
`ROUTING SUMMARY
`
`REROUTE
`SPANISH
`REPAIR
`OTHER
`BALANCE/COPY ...
`DISCONNECT
`SALES-REMOVE
`SALES -ADD
`ORDER FOLLOW-UP
`NEW SERVICE
`PAYMENT ARRANGEMENT
`TOPIC SUMMARY
`
`EXPLAIN:
`TOTAL NUMBER OF AGENTS INVOLVED
`fiFYESl
`FURTHER TRANSFERS?
`DURATION WITH SECOND AGENT?
`WAS TRANSFER WARM (AGENT STAYED)?
`TRANSFER TO SPANISH AGENT
`SUPERVISOR
`DIFFERENT CARRIER
`
`0022
`
`

`
`U.S. Patent
`
`Nov. 29,2005
`
`Sheet 21 of 43
`
`US 6,970,554 Bl
`
`FIG. 6C
`
`FIG. 6C-1
`
`FIG. 6C-2
`
`FIG. 6C-3
`
`F{G. 6C-4
`
`0023
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 22 of 43
`
`US 6,970,554 Bl
`
`A
`
`1 CALL NUMBER
`2 TRANSCRIBER
`3 DATE:
`4 PHONE#:
`5 SEX OF CALLER:
`6 CLOCK TIME (END OF INTERACTION)
`7 DURATION OF INTERACTION (WHOLE MIN)
`8 DURATION OF ENTIRE CALL (WHOLE MIN5
`9 WAS THIS A FULLY AUTOMATED CALL?
`10 DID CALL INVOLVE AN AGENT?
`11
`12 IVR SUMMARY: (MENU CHOICES)
`13 (USE WORDS: "PHONE#" "RING" "FAST BUSY"
`14 "HANG UP" "ROTARY"
`15
`16 DID CALLER TRY 0 AND FAIL?
`17 WAS CALL INCOMPLETE CO FUNCTIONS?l
`18 riF 1 INDICATE WHICH ONE APPLIESl
`19 ABANDON AT START OF IVR (RINGING OR INTRO)
`20 ABANDON AT PHONE# PROMPT
`21 ABANDON AT CUSTOMER ID PROMPT
`22 ABANDON AT PROMPT
`23 ABANDON WHILE RINGING FOR AGENT
`24 ABANDON AT "ALL OUR AGENTS ARE CURRENTLY"
`25 ABANDON AT FAST BUSY OR SYSTEM BUG
`26 UNUSUALLY HEAVY CALL VOLUMES
`27 OTHER:
`28 WHERE IN IVR DID THEY ABANDON
`29 1 MASTERKEY
`30 2 NEW SERVICE
`31 3 ADD/CHANGE
`32 4 BILLING/OTHER
`33 5 REPAIR
`34 OTHER
`35
`36 lnF CALLER GOT TO AN AGENT. HOW?l
`37 BY ROTARY PHONE (0 TONES PRESSED)?
`38 BY AUTO TRANSFER BASED ON PHONE NUMBER?
`39 THROUGH INTRODUCTION BY PREVIOUS AGENT?
`40 IN IVR THROUGH IVALIDITIMEOUT?
`41 IN IVR. THROUGH A VALID NONZERO TRANSFER?
`42 BY PRESSING "0"
`43 OTHER (DIDN'T CATCH IT)
`44 INDICATE MENU CHOICES MADE IN IVR
`45 1. PAY ARRANGMENTS (MASTER KEYl
`46 2-1 ORDER NEW SERVICE (WELCOME CENTER)
`47 2-2 NEW SERVICE - FOLLOW -UP
`48 3-1 ADD/ADD
`49 3-2 ADD/REMOVE
`
`c
`ALL CALLS STATISTICS
`
`D
`
`E
`
`5.123042506
`0%
`7.548098434
`0%
`14
`3%
`339 447
`
`0
`0
`0
`
`0%
`0%
`0%
`
`7%
`30
`94 21%
`0
`0%
`0 0%
`4
`1%
`2
`0%
`22
`5%
`0%
`2
`4
`1%
`14
`3%
`4%
`17
`6%
`29
`
`4%
`20
`1%
`3
`3%
`13
`3%
`12
`2 0%
`18
`4%
`
`0 0%
`62 14%
`0%
`0
`0 0%
`6%
`28
`228 51%
`19
`4%
`2 0%
`0 0%
`3%
`12
`28
`6%
`8%
`37
`64 14%
`3%
`12
`
`FIG. 6C-1
`
`0024
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 23 of 43
`
`US 6,970,554 Bl
`
`A
`
`50 3-3 DISCONNECT
`51 4-1 BILLING/PHONE DIRECTORY
`52 4-2 BILLING/ UNAUTHOURIZED CALLS
`53 4-3-1 BILLING/OTHER/PAY/MASTER K
`54 4-3-2 BILLING/OTHER/MASTER KEY
`55 4-3-3 BILLING/OTHER/OTHER
`56 5 REPAIR (REPAIR CENTER)
`57 1-2 (SPANISH)
`58 UNDICATE FUNCTIONS COMPLETED IN IVRl
`59 PAYMENT CENTER LOCATION
`60 PAYMENT CENTER HOURS
`61 PAYMENT MAILING ADDRESS
`62 ACCOUNT INFORMATION
`63 ESTABLISH ACCT USING PIN
`64 PAYMENT ARRANGEMENTS
`65 ENTER DETAILS OF LAST PAYMENT
`66 COPY OF BILL
`67 ORDER PHONE DIRECTORY
`68 IDENTIFY UNAUTH CALL
`69 GET 800 #TO IDENTIFY UNAUTH CALLS-ETC.
`70
`
`AGENT CALL SUMMARY: (PROBLEM + SOLUTION)
`
`71
`72
`73
`74 COULD THIS HAVE BEEN DONE IN MKITB
`75
`76 I. DID AGENT PERFORM AUTOMATED FUNCTIONS?
`77 !INDICATE WHICH ONESl
`78 PAYMENT CENTER LOCATION
`79 PAYMENT CENTER HOURS
`80 PAYMENT MAILING ADDRESS
`81 ACCOUNT INFORMATION
`82 ESTABLISH ACCT USING PIN
`83 PAYMENT ARRANGEMENTS
`84 ENTER DETAILS OF LAST PAYMENT
`85 COPY OF BILL
`86 ORDER PHONE DIRECTORY
`87 IDENTIFY ABC UNAUTH CALL
`88 IDENTIFY XYZ ETC. UNAUTH CALL
`89
`90 II. DID AGENT DO POTENTIALLY AUTO FUNCTIONS?
`91 [INDICATE WHICH ONESl
`92 FIND TOLL CALL RANGE
`93 REQUEST CALLING CARD
`94 GET VOICE MAIL ACCESS#
`95 GET 3+2 DIGIT NUMBER ON BILL
`96 GET INFO ON RATES-BY MAIL OR SEE DIRECT
`97 GET ADDRESS FOR WRITING TO REFUTE BILL
`
`FIG. 6C-2
`
`E
`
`c
`
`D
`
`2%
`0%
`2%
`1%
`2%
`16%
`3%
`0%
`0%
`1%
`0%
`0%
`3%
`0%
`0%
`0%
`0%
`0%
`1%
`1%
`
`5%
`
`6%
`
`0%
`0%
`0%
`2%
`0%
`1%
`0%
`1%
`0%
`1%
`0%
`
`4%
`
`0%
`
`0%
`0%
`0%
`0%
`
`11
`1
`11
`3
`11
`71
`14
`1
`0
`3
`0
`2
`14
`0
`1
`0
`0
`0
`4
`3
`
`24
`
`25
`
`0
`0
`0
`9
`0
`5
`0
`5
`1
`5
`0
`
`16
`
`8
`
`3
`2
`0
`0
`
`0025
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 24 of 43
`
`US 6,970,554 Bl
`
`A
`98 OTHER: (POTENTIALLY AUTOMAT ABLE)
`99
`100 Ill. DID AGENT DO NON-AUTOMATED FUNCTIONS?
`101 I [INDICATE WHICH ONESJ
`102 PAYMENT ARRANGEMENTS
`103 NEW SERVICE- EXPLAINS 2 PARTS NEEDED
`104 NEW SERVICE FOLLOW UP (NOT DISCONNECT)
`105 CHECK ON STATUS OF PENDING ORDER
`106 SALES (PKGS, SERVICES LINES JACKS, ETC)
`107 SALES (REMOVE FEATURE- AGENT ASKS WHY)
`108 DISCONNECT (AND FORWARD CALLS)
`109 EXPLAIN BILL
`110 REMOVE UNAUTHORIZED CALL FROM BILL
`111 REMOVE OTHER CHARGES FROM BILL
`112 CONFIRM TODAY'S REPAIR SCHEDULE
`113 SCHEDULE A VISIT WIHT REPAIRMAN
`114 TELL HOW/WHEN TO USE FEATURES THEY OWN
`115 OTHER
`116 WAS THIS CALL CODED ABOVE?
`117 DID AGENT SEE CALL AS MISDIRECTED?
`118 DID AGENT TRANSFER THE CALL?
`119 IV. IF TRANSFERRED, TO WHAT DESTINATION?
`120 800-281-8584 MASTER KEY
`121 800-275-2355 REPAIR
`122 800-287-9933 COLLECTION CENTER
`123 800-870-0000 SERVICE SOLUTIONS
`124 TPV
`125 888-243-9733 TOLL BILLING
`126 800-246-2800 UNLAWFUL CALL SOL CTR
`127 800-585-61271NSTALLATION HOTLINE
`128 877-525-2375 DSL
`129 800-427-9977 "BUSINESS OFFICE"
`130 DMC
`131 NEW SERVICE FOLLOWUP
`132 DISCONNECT
`133 TELL HOW TO USE FEATURES
`134 WELCOME CENTER
`135 BUS!NESS ACCOUNTS
`136 ISP CALUVERIZON ONLINE
`137 WIRELESS
`138 DIFFERENT CARRIER
`139 SUPERVISOR
`140 OTHER
`141 TRANSER TO SPANISH AGENT
`142 WAS TRANSER WARM (AGENT STAYED)?
`143 DURATION WITH SECOND AGENT?
`144 FURTHER TRANSFERS?
`145 DFYESl
`146 TOTAL NUMBER OF AGENTS INVOLVED
`FIG. 6C-3
`
`c
`
`3
`
`220
`
`E
`
`D
`
`0%
`
`49%
`
`1%
`5
`21
`5%
`10
`2%
`6
`0%
`15%
`65
`16
`4%
`9
`2%
`6%
`25
`1%
`4
`0%
`2
`1%
`3
`8
`2%
`3%
`12
`8%
`34
`579
`675
`18%
`81
`18%
`82
`0%
`0
`0%
`0
`3%
`12
`2%
`10
`0%
`0
`0%
`1
`2%
`9
`0%
`0
`2%
`11
`0%
`2
`0%
`1
`0%
`1
`0%
`1
`0%
`1
`0%
`1
`2%
`10
`0%
`2
`0%
`2
`1%
`3
`0%
`2
`0%
`0
`1%
`3
`1%
`6
`8%
`34
`663 0.292715232
`3%
`14
`
`205
`
`9%
`
`0026
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 25 of 43
`
`US 6,970,554 Bl
`
`c
`
`D
`
`E
`
`10
`21
`16
`65
`16
`9
`1
`9
`14
`89
`11
`6
`
`267
`
`A
`
`147
`148 EXPLAIN:
`149
`150 TOPIC SUMMARY
`151 PAYMENT ARRANGEMENT
`152 NEW SERVICE
`153 ORDER FOLLOW-UP
`154 SALES-ADD
`155 SALES-REMOVE
`156 DISCONNECT
`157 PHONE DIRECTORY
`158 !UNAUTHORIZED CALLS
`159 BALANCE/COPY ...
`160 OTHER
`161 REPAIR
`162 SPANISH
`163 REROUTE
`164
`165
`166
`167
`168
`169
`170
`171
`172
`173
`174 ROUTING SUMMARY
`175 1 OR 4-3-1 PAY ARRANGMENTS (MASTER KEY)
`176 2-1 ORDER NEW SERVICE (WELCOME CENTER}
`177 2-2 NEW SERVICE-FOLLOW-UP
`178 3-1 ADD/ADD
`179 3-2 ADD/REMOVE
`180 3-3 DISCONNECT
`181 4-1 BILLING/PHONE DIRECTORY
`182 4-2 BILLING/UNAUTHORIZED CALLS
`183 4-3-2 BALANCE/COPY/LOCATIONS/LAST PAYMENT
`184 4-3-3 OTHER
`185 5 REPAIR (REPAIR CENTER)
`186 1-2 (SPANISH)
`187 ROTARY (INITIAL TIMEOUT)_
`188 INVALID TIMEOUT OR "0" ONCE IN IVR
`189 OTHER (UNKNOWN)
`
`FIG. 6C-4
`
`0027
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 26 of 43
`
`US 6,970,554 Bl
`
`DATA
`1. CUSTOMER ROUTES SELF IN IVR TO
`WRONG AGENT
`2. AGENT TRANSFERS CUSTOMER IN
`RESPONSE TO CUSTOMER NEED.
`1. CUSTOMER ROUTES SELF IN IVR TO
`WRONG AGENT
`2. AGENT PERFORMS FUNCTION ANYWAY.
`1. AGENT PERFORMS FUNCTION.
`2. FUNCTION IS AVAILABLE IN IVR.
`
`1. AGENT PERFORMS FUNCTION
`2. FUNCTION NOT CURRENTLY AVAILABLE
`IN IVR.
`3. FUNCTION COULD POTENTIALLY BE
`ADDED
`1. CUSTOMERS OPTING OUT OF IVR AT
`FEW POPULAR POINTS.
`2. IVR DOES NOT PROMPT FOR ID AT THE
`POINT.
`1. AGENT STAYS ON THE LINE DURING
`TRANSER
`2. POLICY DOES NOT ADVOCATE A "WARM
`TRANSFER"
`1. AGENT STAYS ON THE LINE DURING
`TRANSFER
`2. TIME ON HOLD WITH CUSTOMER
`SUGGESTS AGENT NOT USING SPECIAL
`QUEUE FOR TRANSFER
`
`1. #CUSTOMERS REMAINING SILENT IN
`IVR
`2. PERCENTAGE OF ROTARY USERS
`KNOWN
`3.1F 1 SUBSTANTIALLY EXCEEDS 2
`1. # COSTUMERS COOPERATING IN IVR
`2. # CUSTOMERS GETTING READOUT
`BEFORE ABANDONING
`IF 1 SUBSTANTIALLY EXCEEDS 2
`1. #CALLS
`2. # CALLERS COMPLETING AT LEAST 1
`FUNCTIONS IN IVR (INCLUDING GETTING
`READOUT} AND NOT GOING TO AGENT
`IF 1 SUBSTANTIALLY EXCEEDS 2
`
`CONCLUSION
`MISROUTING (2 OR MORE AGENTS
`INVOLVED INSTEAD OF 1)
`
`MISROUTING (WRONG AGENT
`INVOLVED)
`
`UNDERUTILIZATION OF IVR
`FUNCTIONALITY.
`
`IVR MISSING CRUCIAL FUNCTIONALITY
`
`MISSED OPPORTUNITY FOR
`AUTOMATED CUSTOMER DATA INPUT
`
`POSSIBLE POLICY VIOLATION
`(REGARDING WARM TRANSFERS)
`
`POSSIBLE POLICY VIOLATION
`(REGARDING USE OF FAST QUEUE FOR
`AGENT TRANSFERS)
`
`CUSTOMERS REFUSING TO PLAY THE
`GAME
`
`CUSTOMERS RECEIVING NO BENEFIT
`FROM IVR THOUGH WILLING TO TRY
`
`LOW "COMPLETE-SELF-SERVE" RATE
`
`FIG. 60
`
`0028
`
`

`
`U.S. Patent
`
`Nov. 29, 2005
`
`Sheet 27 of 43
`
`US 6,970,554 Bl
`
`301
`
`302
`
`LOOK-UP TABLE
`(FOR EACH
`APPLICABLE IVR
`EVENT: AUTOMATION
`ACHIEVED)
`
`IVR EVENT
`SEQUENCES
`
`S10
`
`S20
`
`1. ANNOTATE EVENT SEQUENCES WITH THE
`AUTOMATION ACHIEVED
`2. COLLAPSE DATA FOR EVERY CALL(IVR EVENT
`SEQUENCE) INTO COUNTS FOR DISTINCT CALL
`PROFILES
`3. CONVERT COUNTS FOR EACH CALL PROFILE INTO
`RELATIVE PERCENTAGES
`
`CALL PROFILES WITH
`COUNTS, E.G., SELF-SERVE
`5.6% TO SPECIALIST
`WITH READOUT 1.8%
`SPREADSHEET WITH ROW SHOWING THE CALL
`PROFILES pi, AND COLUMNS SHOWING THE RELATIVE
`FREQUENCY fi OF pi' THE TOTAL BENEFIT bi OF pi
`(WHICH IS THE SUM OF THE BENEFIT .Bi OF ALL
`"RELEVANT" AUTOMATION CATEGORIES, RELEVANT
`MEANING THAT THE CALLER COMPLETED
`AUTOMATION Bi IN PROFILE pi) AND SAVINGS
`POTENTIAL si FOR pi.
`
`AUTOMATION RATES AND
`TOTAL IVR BENEFIT
`
`FIG. 7
`
`0029
`
`

`
`ioo-0
`~
`~
`(It
`11.
`Q
`""-l
`\0
`-..a-..
`rJ'l
`e
`
`~
`0 ......,
`00
`N
`~ ......
`'JJ. =(cid:173)~
`
`Ul
`
`N c c
`
`~~
`N
`~
`0
`z
`
`~ = .......
`
`~ .......
`~
`•
`\Jl
`d •
`
`13.4
`
`-0.1
`
`-2.7
`
`4.2
`
`9.3
`