System and method for call center agent quality assurance using biometric detection technologies
US8654937B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 30, 2005 |
| Grant date | Feb 18, 2014 |
| Priority date | — |
| Expiry date | May 31, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.