Methods and apparatus for real-time interaction analysis in call centers
US9015046B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 10, 2010 |
| Grant date | Apr 21, 2015 |
| Priority date | — |
| Expiry date | Jan 22, 2033 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L2015/085
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.