Patent Document ID: 7940897
Application ID: 11160476

Base Claim:
1. A method for facilitating an evaluation of a telephone call to facilitate customer service, comprising: receiving, by a computer-based system for evaluating said telephone call, a communication from a caller; transforming, by said computer-based system, said communication into an electronic representation; extracting, by said computer-based system, at least a portion of said electronic representation to form an extracted word and a caller voice print; determining, by said computer-based system, that a known word is included in said extracted word and a known tone is included in said caller voice print; identifying, by said computer-based system, said caller as an unsatisfied caller based on said determining; receiving, by said computer-based system, survey information based on input from said caller; comparing, by said computer-based system, said survey information to at least one of: said known word and said known tone; and updating, by said computer-based system and based on said comparing, a customer response level associated with at least of one: said known word and said known tone.

---

Claim 11:
11. The method of claim 1 wherein said extracting step further includes a segmenting step.