Patent ID: 8121890

Claim:
A non-transitory computer readable storage medium embodying instructions executed by a processor to perform a method for measuring quality of service interactions, the method comprising: providing an automated service climate measurement system (ASCMS) comprising an evaluation function for mapping social-signal features to service climate variables; receiving a conversational record including the customer conversational record by the ASCMS; determining a first measure of the customer conversational record as a service climate variable indicating a general quality of the customer conversational record; determining a second measure of the customer conversational record as a social-signal feature indicating a specific quality of speech in the customer conversational record different than the general quality; correlating the social-signal feature with the service climate variable; determining a value of the evaluation function based on the correlation of the social-signal feature to the service climate variable, wherein the value is a measurement of the quality of the service interaction perceived by a customer corresponding to the customer conversational record; and evaluating a set of action rules against the value of the evaluation function for triggering an action.