Real-time agent assistance
AssigneeNexidia Inc.
InventorsGordon Edwards, John Willcutts, Jon W. Ezrine, Marsal Gavalda
Life of this patent
Estimating the term…
Abstract
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.
Claims16
A method comprising:
- processing, by a word spotting engine of a contact center system, audio data representative of an interaction between a contact center caller and a contact center agent to identify, in the audio data, putative occurrences of one or more keyphrases of a predefined set of keyphrases;
- selecting, from a predefined set of knowledge articles stored in a machine-readable data store, a candidate set of knowledge articles for presentation to the contact center agent based at least in part on:
- (A) a determined relevance of each article of the candidate set to the putative occurrences of the one or more keyphrases, and (B) data stored in association with the contact center caller;
- and
- detecting that the interaction between the contact center agent and the contact center caller is ongoing and causing visual representations of selected knowledge articles of the candidate set to be presented on a display terminal associated with the contact center agent during the ongoing interaction.
A method comprising:
- processing, by a word spotting engine of a contact center system, audio data representative of interactions between contact center callers and contact center agents to identify in the audio data putative occurrences of one or more keyphrases of a predefined set of keyphrases;
- generating an agent-specific visual representation of the putative occurrences of the one or more keyphrases in the audio data, and causing the agent-specific visual representation to be presented on a display terminal associated with a contact center user;
- receiving input from the contact center user to playback a portion of the audio data in a vicinity of a putative occurrence of a keyphrase;
- and
- causing an enhanced version of the agent-specific visual representation to be presented on the display terminal while causing the portion of the audio data in the vicinity of the putative occurrence of the keyphrase to be provided through an audio output associated with the contact center user.
A method comprising:
- processing, by a word spotting engine of a contact center system, audio data representative of a plurality of interactions between pairs of contact center callers and contact center agents to identify, in the audio data, putative occurrences of one or more keyphrases of a predefined set of keyphrases;
- and
- generating data based at least in part on results of analyzing characteristics of the putative occurrences.
Dependencies are inferred from the claim text.