Real-time agent assistance using real-time automatic speech recognition and behavioral metrics

A method of assisting an agent in real-time, which comprises:

• receiving a call interaction between a customer and an agent;
• providing, by a word spotting module to the knowledge selection module, a phrase formed by words spoken in the call interaction to a knowledge selection module;
• providing, by a behavioral models module to a knowledge article selection module, a score for each of a plurality of behavioral metrics that are based at least in part on the words spoken in the call interaction;
• providing a plurality of knowledge selection rules to the knowledge article selection module, wherein each knowledge selection rule is associated with a knowledge article;
• evaluating, by the knowledge article selection module, a combination of the phrase and the scores for the plurality of behavioral metrics against each of the plurality of knowledge selection rules;
• matching, by the knowledge article selection module, a knowledge selection rule to the combination based on the evaluation;
• selecting, by the knowledge article selection module, a knowledge article associated with the matched knowledge selection rule;
• and
• presenting, in real-time, by a knowledge article presentation module to the agent or an agent supervisor, a visual representation of the selected knowledge article on a graphical user interface.

A non-transitory computer-readable medium having stored thereon computer-readable instructions executable by a processor to perform operations which comprise:

• receiving a call interaction between a customer and an agent;
• providing, by a word spotting module to a knowledge selection module, a phrase formed by words spoken in the call interaction;
• providing, by a behavioral models module to a knowledge article selection module, a score for each of a plurality of behavioral metrics that are based at least in part on the words spoken in the call interaction;
• providing a plurality of knowledge selection rules to the knowledge article selection module, wherein each knowledge selection rule is associated with a knowledge article;
• evaluating, by the knowledge article selection module, a combination of the phrase and the scores for the plurality of behavioral metrics against each of the plurality of knowledge selection rules;
• matching, by the knowledge article selection module, a knowledge selection rule to the combination based on the evaluation;
• selecting, by the knowledge article selection module, a knowledge article associated with the matched knowledge selection rule;
• and
• presenting, in real-time, by a knowledge article presentation module to the agent or an agent supervisor, a visual representation of the selected knowledge article on a graphical user interface.