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Assignee8x8, Inc.
InventorsZhishen Liu, Bryan R. Martin
Estimating the term…
Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital data in a data-communications system. An example method includes: accessing digital data from a computer-accessible database that is indicative of communication interactions between personnel of and at least one customer of a client entity and that includes parameters corresponding to at least one of words, phrases and speech parameters; identifying, based on the digital data and for the personnel of the client entity, at least one customer-interaction metric that has one or more associations with one or more outcomes of one or more of the communication interactions and that is outside a threshold value or rating established for or on behalf of the at least one agent of the client entity; and adjusting, via data-processing computer circuitry based on the digital data, at least one of the customer-interaction metrics and the one or more associations and providing feedback to the data-processing computer circuitry in response to said adjusting, for assessing an outcome of further instances of the one or more of the communication interactions involving the personnel of the client entity.
A computer-implemented method comprising:
A data communications system, comprising:
Dependencies are inferred from the claim text.