Computer-implemented system and method for providing coaching to agents in an automated call center environment based on user traits
US8837706B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 13, 2012 |
| Grant date | Sep 16, 2014 |
| Priority date | — |
| Expiry date | Oct 17, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. A stage of persuasion of the caller is identified based on the identified traits in response to an offer provided by the agent. The caller is persuaded to accept the offer by providing guidance to the agent regarding further information about the offer for the user based on the stage of persuasion.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.