Computer-implemented system and method for providing recommendations regarding hiring agents in an automated call center environment based on user traits
US8842811B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 13, 2012 |
| Grant date | Sep 23, 2014 |
| Priority date | — |
| Expiry date | Aug 21, 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 recommendations for hiring agents within a call center environment is provided. A list of candidates for hire as agents within a call center is maintained. A voice recording from each of the candidates is analyzed by measuring voice characteristics within the voice recording and by calculating a score for the voice recording based on the measured voice characteristics. A threshold is applied to the voice recording score. One or more of the candidates on the list of candidates for hire is retained when the voice recording score for that candidate satisfies the threshold. One or more of the candidates from the list is removed when the voice recording score for that candidate fails to satisfy the threshold.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.