Method and apparatus for facilitating training of agents
US11328175B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 11, 2019 |
| Grant date | May 10, 2022 |
| Priority date | — |
| Expiry date | Mar 4, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L51/04
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method and apparatus for facilitating training of agents is disclosed. Raw transcripts representing textual form of interactions between the agents and customers of the enterprise are transformed to generate transformed transcripts. An interaction summary is generated in relation to each transformed transcript. A plurality of intent-based interaction clusters are derived using the interaction summary generated in relation to each transformed transcript. The plurality of interactions are classified based on the plurality of intent-based interaction clusters and an interaction flow map is generated for each intent-based interaction cluster based on the interactions classified into the respective intent-based interaction cluster. The generated interaction flow map is capable of facilitating training of agents for interacting with the customers of the enterprise.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.