System and method for performing agent behavioral analytics
US11005995B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 10, 2019 |
| Grant date | May 11, 2021 |
| Priority date | — |
| Expiry date | Jul 11, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L25/48
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method for generating an agent behavioral analytics including transcribing an incoming call to produce a call transcription; and using a trained convolutional neural network (CNN) to produce behavioral labels for the agent in the incoming call for behavioral metrics, based on the call transcription. The CNN may include an embedding layer to convert words in the call transcription into vectors in a word embedding space; a convolution layer to perform a plurality of convolutions on the vectors and to generate vectors of features; a pooling layer to concatenate the vectors of features to a single vector by taking a maximum of each feature generated by the convolution layer; and a classification layer to produce grades of the agent in the incoming call for the set of attributes or behavioral metrics, based on the single vector generated by the pooling layer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.