Intelligent scoring model for assessing the skills of a customer support agent

US11640573B2 · kind B2 · utility

Assignee

• Dell Products L.P. · US

Inventors

• Karthik Ranganathan · San Jose, US
• Sathish Kumar Bikumala · Round Rock, US
• David Thomas Kirkpatrick · Cedar Park, US
• Tejas Naren Tennur Narayanan · Austin, US
• Shalu Singh · Austin, US
• Amit Sawhney · Round Rock, US

Key dates

• Filing date: Jul 29, 2020
• Grant date: May 2, 2023
• Expiry date: Aug 3, 2040

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/401
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Systems and methods for assessing the skills of a customer support agent using one or more Artificial Intelligence/Machine Learning (AI/ML) models are disclosed. In at least one embodiment, one or more benchmarks against which the performance of the customer support agent is to be measured are established. The one or more benchmarks may be derived through direct and/or indirect analysis of historical customer service data by an AI/ML benchmark model. In at least one embodiment, data relating to performance of the customer support agent during a customer call is monitored. In at least one embodiment, the AI/ML benchmark model is used to determine one or more benchmark scores identifying whether the customer support agent is meeting the one or more benchmarks.