Patent ID: 9313332
Filing Date: 2016-04-12
CPC Classification: G06F,G06Q,G10L,G16H,H04M

Claim Text:
1. A computer-implemented method comprising: receiving, at a call handling platform, a first call placed by a first caller to a first calling number; computing, by the call handling platform, a first experience score for the first caller based on measuring a first subset of data points corresponding to an interaction between the first caller and an interactive voice response (IVR) module associated with the call handling platform, wherein the first experience score provides a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call; determining, by the call handling platform, to route the first call to a human agent based on the first experience score; in response to determining to route the first call to a human agent: enabling a first customer of the call handling platform that is associated with the first calling number to select the first subset of data points from a group of data points available at the call handling platform; and enabling the first customer of the call handling platform to configure values for the first subset of data points.