System and method for automatic quality management in a contact center environment
OwnerDerek M. Miller, Taylor Brennaninventors
Life of this patent
Estimating the term…
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 transmitting, by the processor, a command to control a component of the contact center to perform the action.
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, an agent performance evaluation score of the recorded interaction by supplying the features to a prediction model;
- detecting, by the processor, a condition based on the agent performance evaluation score;
- matching, by the processor, the condition with an action;
- and
- transmitting, by the processor, a command to control a component of the contact center to perform the action on the recorded interaction in accordance with the agent performance evaluation score of the recorded interaction.
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 an agent performance evaluation score of the recorded interaction by supplying the features to a prediction model;
- detect a condition based on the agent performance evaluation score;
- match the condition with an action;
- and
- transmit a command to control a component of the contact center to perform the action on the recorded interaction in accordance with the agent performance evaluation score of the recorded interaction.
A system for automatically managing a recorded interaction between a customer and an agent of a contact center, the system comprising:
- means for extracting features from the recorded interaction;
- means for computing an agent performance evaluation score of the recorded interaction by supplying the features to a prediction model;
- means for detecting a condition based on the agent performance evaluation score;
- means for matching the condition with an action;
- and
- means for transmitting a command to control a component of the contact center to perform the action on the recorded interaction in accordance with the agent performance evaluation score of the recorded interaction.
Dependencies are inferred from the claim text.