Systems and methods for interaction analytics
AssigneeThe Toronto-Dominion Bank
InventorsMichel Henault-Ethier, Brendan Dunne, Christy Megan Nippard
Life of this patent
Estimating the term…
Abstract
Systems and methods for recording and transcribing conversations in real-time. Sentiment analysis is performed on each utterance to determine both an intent of the conversation along with sentiment. Annotated transcripts are provided. A machine learning model may be used to augment sentiment analysis.
Claims20
A system for monitoring a call between a user and an agent, the system comprising:
- a database;
- an agent terminal;
- at least one server configured to:
- record a conversation with the user to the database;
- generate, in real-time, a transcript corresponding to the conversation, the transcript comprising a plurality of utterances and an indication of the user;
- identify, in real-time and based on the plurality of utterances, at least one intent of the conversation from the transcript and annotate the transcript with the at least one intent;
- analyse, in real-time, the transcript and the at least one intent annotated in the transcript to identify at least one sentiment, wherein the at least one sentiment comprises a complaint;
- search the database for the complaint in association with the user;
- identify, in response to the search, a stored transcript in the database, the stored transcript associated with the complaint and the user;
- and
- generate and send a prompt to the agent terminal, the prompt based on the identification of the stored transcript associated with the complaint and the user.
A method for monitoring a call between a user and an agent, the method comprising:
- recording a conversation with the user;
- generating, in real-time, a transcript corresponding to the conversation, the transcript comprising a plurality of utterances and an indication of the user;
- identifying, in real-time and based on the plurality of utterances, at least one intent of the conversation from the transcript and annotating the transcript with the at least one intent;
- analysing, in real-time, the transcript and the at least one intent annotated in the transcript to identify at least one sentiment, wherein the at least one sentiment comprises a complaint;
- automatically searching the database for the complaint in association with the user;
- identifying, in response to the search, a stored transcript in the database, the stored transcript associated with the complaint and the user;
- and
- generating and sending a prompt to the agent terminal, the prompt based on the identification of the stored transcript associated with the complaint and the user.
A non-transitory computer readable medium storing computer executable instructions which, when executed by at least one computer processor, cause the at least one computer processor to carry out a method for monitoring a call between a user and an agent, the method comprising:
- recording a conversation with the user;
- generating, in real-time, a transcript corresponding to the conversation, the transcript comprising a plurality of utterances and an indication of the user;
- analysing, in real-time, the transcript and the at least one intent annotated in the transcript to identify at least one sentiment, wherein the at least one sentiment comprises a complaint;
- automatically searching the database for the complaint in association with the user;
- identifying, in response to the search, a stored transcript in the database, the stored transcript associated with the complaint and the user;
- and
- generating and sending a prompt to the agent terminal, the prompt based on the identification of the stored transcript associated with the complaint and the user.
Dependencies are inferred from the claim text.