Method and apparatus of analyzing customer call data and related call information to determine call characteristics
US8615074B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 5, 2011 |
| Grant date | Dec 24, 2013 |
| Priority date | — |
| Expiry date | Aug 17, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/555
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an IVR type system or a live agent. An example method of processing the call may include receiving customer call data and recording the customer call data in a database server. The method may also include performing speech analytics on the recorded customer call data to determine instances of predefined information that occurred during the customer call, and displaying the results of the speech analytics on a user interface. The call analytics may populate a dashboard interface that provides a data analyst with an opportunity to understand the positive and negative portions of the call for future call improvement.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.