Systems and methods for advanced voice monitoring and analysis
AssigneeState Farm Mutual Automobile Insurance Company
InventorsAnthony Welcome, Kimberly C. Kloeppel
Life of this patent
Estimating the term…
Abstract
A computer system is provided and is programmed to: (1) receive an audible caller statement originating from a caller being routed to the representative; (2) parse the audible caller statement; (3) identify one or more key words from the parsed audible caller statement; (4) search an information database for one or more items of information based upon the one or more key words; (5) identify at least one of the one or more items of information to present to the representative; and (6) transmit the at least one identified items of information to be presented to the representative.
Claims20
A computer system comprising at least one processor in communication with at least one memory device, and further in communication with a user device associated with a representative servicing a caller, wherein the at least one processor programmed to:
- receive data representing an audible caller statement that originates from a caller having been routed to the representative;
- parse the audible caller statement;
- electronically identify one or more key words from the parsed audible caller statement;
- initiate a key word search within a reference database for one or more items of information based upon the one or more key words;
- identify at least one of the one or more items of information to present to the representative via the user device;
- and
- transmit the at least one identified items of information to be presented to the representative.
A computer-implemented method performed by a conversation monitoring and analysis (CMA) computer device including at least one processor in communication with at least one memory device, the CMA computer device in communication with a user device associated with a representative servicing a caller, the method comprising:
- receiving data representing an audible caller statement that originates from a caller having been routed to the representative;
- parsing the audible caller statement;
- electronically identifying one or more key words from the parsed audible caller statement;
- initiating a key word search within a reference database for one or more items of information based upon the one or more key words;
- identifying at least one of the one or more items of information to present to the representative via the user device;
- and
- transmitting the at least one identified items of information to be presented to the representative.
At least one non-transitory computer-readable media having computer-executable instructions embodied thereon, wherein when executed by a computing device including at least one processor in communication with at least one memory device and in communication with a user device associated with a representative servicing a caller, the computer-executable instructions cause the at least one processor to:
- receive data representing an audible caller statement that originates from a caller having been routed to the representative;
- parse the audible caller statement;
- electronically identify one or more key words from the parsed audible caller statement;
- initiate a key word search within a reference database for one or more items of information based upon the one or more key words;
- identify at least one of the one or more items of information to present to the representative via the user device;
- and
- transmit the at least one identified items of information to be presented to the representative.
Dependencies are inferred from the claim text.