Enhanced customer experience through speech detection and analysis
US8917853B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 19, 2012 |
| Grant date | Dec 23, 2014 |
| Priority date | — |
| Expiry date | Nov 6, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5166
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system for enhancing problem resolution at a call center based on speech recognition of a caller includes, receiving an incoming call and generating call data based on speech recognition of the incoming call using a computer. The method generates and associates annotated metadata about the call data. A historical record is created which includes the call data and the annotated metadata. The historical record may be stored in a storage medium communicating with the computer. Context data is generated for the incoming call by analyzing the historical record to identify: a caller, a topic, a date and a stress level of the caller. The method compares the context data to historical records of previous calls. A topic probabilities analysis is conducted by comparing the context data to the historical records of previous calls, and a solution is determined for the topic based on the probabilities analysis.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.