System and method for automatically detecting problematic calls
US6600821B1 · kind B1 · utility
79Cited by
7References
67Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Oct 26, 1999 |
| Grant date | Jul 29, 2003 |
| Priority date | — |
| Expiry date | Oct 26, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for detecting problematic call interactions between callers and call center agents of a communications system. By monitoring call associated information, speech, and voice characteristics of the call interaction, the system and method determine whether calls are being handled properly. If a call is determined to be problematic, a call center supervisor is automatically notified of the problematic call. Further, the problematic call interaction is recorded and can later be retrieved.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.