Patent ID: 8126723

Claim:
A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with an IVR having a customer satisfaction survey, the method comprising: a. processing an event log from the IVR to produce a processed event log, wherein the processed event log includes call information comprising a prompt type, a prompt response, and a prompt result, wherein the act of processing comprises organizing the call information by call; b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by call, wherein the customer satisfaction score is associated with the customer's satisfaction with the IVR, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey; c. identifying a portion of the call information from the simplified compiled log for analysis; d. measuring occurrences for the portion of the call information; e. analyzing the portion of the call information to determine whether the portion of the call information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the call information and the customer satisfaction score for the call; and f. creating a report, wherein the report includes a table having a list of portions of call information associated with low customer satisfaction scores, wherein the list is prioritized by the customer satisfaction score.