Patent Document ID: 8848882
Application ID: 12831493
Patent Status: 1

Claim One:
1. A method, comprising: receiving, via an input module, information from a call session between a caller and an automated voice portal system via a communication network; monitoring caller interaction points accumulated during the call session, wherein the caller interaction points are associated with at least one call session determination, the at least one call session determination selected from: a misrecognition determination, a caller tone determination, a caller pitch determination, and a language determination; comparing, via a processing module, a real-time sum of the caller interaction points accumulated during the call session with the automated voice portal system with a caller interaction point threshold, wherein the caller interaction point threshold is based on the caller interaction points associated with specific to the caller and at least one of: historical data associated with the caller and an interaction threshold associated with a similar caller; and taking, via the processing module, one or more actions in response to the sum of the caller interaction points exceeding the caller interaction threshold.