System and method for automatic quality management in a contact center environment
OwnerDerek M. Miller, Taylor Brennaninventors
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Abstract
A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and controlling, by the processor, a workforce management server to assign a training session to the agent of the contact center.
Claims20
A method for automatically managing a recorded interaction between a customer and an agent of a contact center, the method comprising:
- extracting, by a processor, features from the recorded interaction;
- computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model, wherein the prediction model is configured to predict, automatically, the score that would be assigned in a manual evaluation of the recorded interaction, the prediction model being trained based on:
- a plurality of historical interactions;
- a plurality of features extracted from the historical interactions;
- and
- a plurality of manually generated scores corresponding to the historical interactions;
- detecting, by the processor, a condition based on the score;
- matching, by the processor, the condition with an action;
- and
- controlling, by the processor, a workforce management server to assign a training session to the agent of the contact center.
A system for automatically managing a recorded interaction between a customer and an agent of a contact center comprises:
- a processor;
- and
- a memory storing instructions that, when executed by the processor, cause the processor to:
- extract features from the recorded interaction;
- compute a score of the recorded interaction by supplying the features to a prediction model, wherein the prediction model is configured to predict, automatically, the score that would be assigned in a manual evaluation of the recorded interaction, the prediction model being trained based on:
- a plurality of historical interactions;
- a plurality of features extracted from the historical interactions;
- and
- a plurality of manually generated scores corresponding to the historical interactions;
- detect a condition based on the score;
- match the condition with an action;
- and
- control a workforce management server to assign a training session to the agent of the contact center.
A system for automatically managing a recorded interaction between a customer and an agent of a contact center comprising:
- means for extracting features from the recorded interaction;
- means for computing a score of the recorded interaction by supplying the features to a prediction model, wherein the prediction model is configured to predict, automatically, the score that would be assigned in a manual evaluation of the recorded interaction, the prediction model being trained based on:
- a plurality of historical interactions;
- a plurality of features extracted from the historical interactions;
- and
- a plurality of manually generated scores corresponding to the historical interactions;
- means for detecting a condition based on the score;
- means for matching the condition with an action;
- and
- means for controlling a workforce management server to assign a training session to the agent of the contact center.
Dependencies are inferred from the claim text.