Method and apparatus for automated quality management of communication records
US11677875B2 · kind B2 · utility
0Cited by
171References
22Claims
0Family size
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Key dates
| Filing date | Aug 16, 2021 |
| Grant date | Jun 13, 2023 |
| Priority date | — |
| Expiry date | Aug 16, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/22
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.