Real-time agent assistance using real-time automatic speech recognition and behavioral metrics
US11283928B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 28, 2021 |
| Grant date | Mar 22, 2022 |
| Priority date | — |
| Expiry date | Jul 28, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method of assisting an agent in real-time includes includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.