Detecting user hesistancy from text input
US11019208B2 · kind B2 · utility
0Cited by
3References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | May 30, 2019 |
| Grant date | May 25, 2021 |
| Priority date | — |
| Expiry date | Jun 23, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Agents of a contact center may utilize a text channel (e.g., text chat, email, etc.) to communicate with a customer. A processor monitors the keystrokes entered by the agent. If the agent is found to have entered keystrokes beyond a previously determined threshold, and subsequently deleted the resulting test and replaced it with another test, a deficiency may be determined to be present. When a deficiency is present, the processor may initiate a remediation action.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.