System and method for determining and utilizing repeated conversations in contact center quality processes
US11847602B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 6, 2021 |
| Grant date | Dec 19, 2023 |
| Priority date | — |
| Expiry date | May 6, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation. The computerized-method is operating in a computerized-system which includes a processor, a data-storage and a memory to store the data-storage. The processor is operating a RIR score calculation module. The operating of the RIR score calculation module includes: (i) retrieving from the data-storage an interaction-recording and an interaction-recording-length thereof; (ii) operating a module on the retrieved interaction-recording to count a number of requests to repeat information; (iii) calculating a RIR score according to the number of requests to repeat information and the interaction-recording-length; and (iv) storing the RIR score of the retrieved interaction-recording in the data-storage. The RIR score is sent to a platform by which the platform is preconfigured to distribute the interaction-recording for evaluation, based on the RIR score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.