Technologies for agent interaction analysis using artificial intelligence
US12316807B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 31, 2023 |
| Grant date | May 27, 2025 |
| Priority date | — |
| Expiry date | Dec 25, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5133
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for agent interaction analysis using artificial intelligence according to an embodiment includes receiving a transcript for a real-time agent interaction between a contact center agent and client, processing the interaction using at least one artificial intelligence model to determine a call adherence score, an agent positivity score, a client sentiment, an agent sentiment, and a plurality of agent skill levels associated with respective agent skills, determining a combined agent performance score based on the call adherence score and the agent positivity score, transmitting the combined agent performance score to an agent device for display on a gamification dashboard, retrieving agent-specific content of the contact center agent in response to determining that the agent sentiment is negative, and transmitting the agent-specific content to the agent device for display in conjunction with the real-time agent interaction to improve the agent sentiment.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.