Patent application number | Description | Published |
20100318410 | System And Method For Analyzing Agent Interactions - A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction. | 12-16-2010 |
20130177148 | System And Method For Analyzing Agent Interactions - A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction. | 07-11-2013 |
20140129219 | Computer-Implemented System And Method For Masking Special Data - A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold. | 05-08-2014 |
20150281446 | Computer-Implemented System And Method For Protecting Sensitive Information Within A Call Center In Real Time - A computer-implemented system and method for protecting sensitive information within a call center in real time is provided. A call from a caller is received within a call center. The call is assigned to an agent and a determination is made as to when the caller is to provide sensitive information. The user is transferred to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent. The caller is returned to the agent upon providing the sensitive information. A notification regarding a status of the sensitive information is sent and the call is terminated. | 10-01-2015 |
20150281449 | Computer-Implemented System And Method For Detecting Events For Use In An Automated Call Center Environment - A computer-implemented system and method for detecting events for use in an automated call center environment are provided. A plurality of messages is monitored by a call center. Those messages sharing one or more keywords representative of one or more potential events are identified. The one or more potential events are detected based on the shared keywords. At least one of the potential events is identified as an event based on the number of messages that share the keywords representative of that potential event. Metadata regarding the event is extracted from the messages sharing the keywords representative of the event. A message regarding the event that includes the extracted metadata is generated. The generated message from the call center is provided to at least one user related to the event. | 10-01-2015 |
20150281454 | Computer-Implemented Call Center Architecture And Method For Optimizing Customer Experience Through In-Band Expert Intervention - A computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call. | 10-01-2015 |
20150302849 | System And Method For Identifying Special Information - A system and method for identifying special information is provided. Endpoints are defined within a voice recording. One or more of the endpoints are identified within the voice recording and the voice recording is partitioned into segments based on the identified endpoints. Elements of text are identified by applying speech recognition to each of the segments and a list of prompt list candidates are applied to the text elements. The segments with text elements that match one or more prompt list candidates are identified. Portions of the voice recording following the prompt list candidates that include special information are identified and the special information is rendered unintelligible within the voice recording. | 10-22-2015 |
20150356568 | Computer-Implemented System And Method For Dynamically Providing Guidance During Customer Interactions - Computer-implemented system and method for dynamically providing guidance during customer interactions are provided. Data associated with a plurality of completed customer interactions is obtained. One or more of the completed customer interactions are identified as successful customer interactions. An ongoing customer interaction is monitored. One or more of the successful customer interactions similar to the ongoing customer interaction are identified. Guidance is generated based on at least one of the similar successful interactions. The guidance is provided to one or more parties to the ongoing customer interaction. | 12-10-2015 |