Patent ID: 9742913
Date: 2017-08-22
CPC Classifications: H04M

Claim:
1. A method for managing a communication of a customer, the method comprising: monitoring, by a processor, the communication between a customer device and a contact center resource; analyzing, by the processor, via an analytics engine, the communication between the customer device and the contact center resource; calculating, by the processor, a first satisfaction level of the customer based on the analysis of the communication with the contact center resource; transmitting, by the processor, a signal for routing the communication to a device associated with a live agent in response to the first satisfaction level being lower than a first threshold satisfaction level; establishing, by a switch, in response to the signal, a connection between the customer device and the device associated with the live agent; monitoring, by the processor, the communication between the customer device and the device associated with the live agent; analyzing, by the processor, via the analytics engine, the communication between the customer device and the device associated with the live agent; calculating, by the processor, a second satisfaction level of the customer based on the analysis of the communication with the device associated with the live agent; recording, by the processor, the communication between the customer device and the device associated with the live agent in response to the second satisfaction level being lower than a second threshold satisfaction level different than the first threshold satisfaction level; and transmitting, by the processor, the recorded communication to a contact center device for playback thereby.