Systems and methods for intelligent call agent evaluations
US12113934B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 4, 2024 |
| Grant date | Oct 8, 2024 |
| Priority date | — |
| Expiry date | Apr 4, 2044 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A computer-implemented method is provided for quantitative performance evaluation of a call agent. The method comprises converting an audio recording of a call between the call agent and a customer to a text-based transcript and identifying at least one topic for categorizing the transcript. The method also includes retrieving a set of criteria associated with the topic. Each criterion correlates to a set of predefined questions for interrogating the transcript to evaluate the performance of the call agent with respect to the corresponding criterion. Each question captures a sub-criterion under the corresponding criterion. The method further includes inputting the predefined questions and the transcript into a trained large language model to obtain scores for respective ones of the predefined questions. Each score measures a degree of satisfaction of the performance of the call agent during the call with respect to the sub-criterion captured by the corresponding predefined question.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.