Agent action ranking system
US10999436B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 18, 2019 |
| Grant date | May 4, 2021 |
| Priority date | — |
| Expiry date | Nov 6, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/255
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance. Processor generates agent action result including the agent action ranking score. Other embodiments are disclosed herein.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.