Call center agent performance scoring and sentiment analytics
US10839335B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 13, 2018 |
| Grant date | Nov 17, 2020 |
| Priority date | — |
| Expiry date | Feb 8, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L2015/088
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method for generating an agent behavioral analytics including extracting text-based features, sentiment-based features, and prosody-based features from tagged calls; training a machine learning behavioral model, based on the text-based features, the sentiment-based features, and the prosody-based features extracted from the tagged calls and an at least one score associated with an at least one behavioral metric of the tagged calls, to produce a trained machine learning behavioral model; extracting text-based features, sentiment-based features, and prosody-based features from an incoming call; and using the trained machine learning behavioral model to produce an at least one behavioral label for the agent in the incoming call for the at least one behavioral metric, based on the text-based features of the incoming call, the sentiment-based features of the incoming call and the prosody-based features of the incoming call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.