Aural volume feedback in call center
US9300800B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 18, 2014 |
| Grant date | Mar 29, 2016 |
| Priority date | — |
| Expiry date | Dec 18, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5133
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An aural volume feedback system is implemented in a center having agents each situated at a work station in calling contact with a client. At the work station, a first microphone closer to the agent transforms aural speech thereof into an electrical format forwarded toward the client. A second microphone farther from the agent transforms aural speech thereof into an electrical format forwarded toward a volume detector which samples same and generates based thereon 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 outputs a trigger signal. A feedback generator receives the trigger signal, and 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.