Real-time agent assistance
US8411841B2 · kind B2 · utility
22Cited by
0References
11Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 16, 2010 |
| Grant date | Apr 2, 2013 |
| Priority date | — |
| Expiry date | Mar 26, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/357
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.