Dynamic speech to text analysis and contact processing using agent and customer sentiments
US10896428B1 · kind B1 · utility
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17Claims
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Key dates
| Filing date | Dec 14, 2017 |
| Grant date | Jan 19, 2021 |
| Priority date | — |
| Expiry date | Jun 10, 2038 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L2015/223
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A dynamic contact management system is provided for analyzing aspects of speech from a customer contact and generating dynamic output based on the analysis. The system can process audio data representing utterances that occur during a customer contact, wherein the processing comprises generating scores based on agent and customer sentiments determined using their respective speech to text data. Based on the processing, the system can generate scores for use in dynamically determining which actions to take, updating displays, analyzing contact outcomes over time, etc.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.