Call analysis
AssigneeScanSoft, Inc., a Delaware corporation
InventorsJonathan Hood Young, Sean D. True, David Meyer Ray, Jakob Wahlberg, Bradley Ray Howes, Megan M. McA'nulty, John A. Morse, Mark Jackson
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Abstract
A method of analyzing a collection of calls at one or more call center stations. The method includes receiving lexical content of a telephone call handled by a call center agent and identifying one or more features of the telephone call based on the received lexical content. The method also includes collectively analyzing the stored features along with the stored features of other telephone calls and reporting results of the analyzing.
Claims33
A method of analyzing a collection of calls at one or more call center stations, the method comprising:
- receiving lexical content of a telephone call handled by a call center agent, the lexical content being identified by a speech recognition system;
- identifying one or more features of the telephone call based on the received lexical content;
- storing the one or more identified features along with one or more identified features of another telephone call;
- collectively analyzing the stored features of the telephone calls;
- and
- reporting results of the analyzing.
Software disposed on a computer readable medium, for use at a call center having one or more agents handling calls at one or more call center stations, the software including instructions for causing a processor to:
- receive lexical content of a telephone call handled by a call center agent, the lexical content being identified by a speech recognition system;
- identify one or more features of the telephone call based on the received lexical content;
- store the identified features along with the identified features of other telephone calls;
- collectively analyze the features of telephone calls;
- and
- report the analysis.
Dependencies are inferred from the claim text.