Aural volume feedback in call center
US9094514B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 19, 2014 |
| Grant date | Jul 28, 2015 |
| Priority date | — |
| Expiry date | Nov 19, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An aural volume feedback system is implemented in a center having a plurality of agents working thereat. Each agent is situated at a work station for being in calling contact with a client. At the work station, a microphone transforms aural speech of the agent into an electrical format, and a volume detector samples the electrical format and generates based on the sampling an instantaneous volume level. The volume detector compares the generated volume level to a predetermined threshold to determine that the agent is speaking excessively loudly, and thereafter outputs a trigger signal. A feedback generator receives the trigger signal, and based thereon generates a feedback to be perceived by the offending agent at the work station, where the perceived feedback hopefully causes the offending agent to reduce the aural volume thereof.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.