Methods and systems for automatically recognizing actions in a call center environment using screen capture technology
US9883035B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 5, 2017 |
| Grant date | Jan 30, 2018 |
| Priority date | — |
| Expiry date | Apr 5, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06V2201/10
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system for recognizing processes performed by a call center agent during a session collects from one or more input devices in communication with the electronic device, input data that includes data pertaining to one or more interactions that a call center agent has with one or more programs running on the electronic device that cause one or more graphical user interfaces to be displayed on a desktop of the electronic device during a session. The system analyzes the input data to generate one or more events and a mid-level event log having one or more of the events, and performs action recognition on the mid-level event log to ascertain one or more actions that were performed within the one or more graphical user interfaces by the call center agent during the session.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.