US 2014/0153709 A1 · System And Method For Automatically Generating Adaptive Interaction Logs From Customer Interaction Text

Abstract

A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system uses a pipeline comprising audio capture of a telephone conversation, automatic speech transcription, text normalization, transcript generation and candidate call log generation based on Real-time and Global Models. The contact center agent edits the candidate call log to create the final call log. The models are updated based on analysis of user feedback in the form of the editing of the candidate call log done by the contact center agents or supervisors. The pipeline yields a candidate call log which the agents can edit in less time than it would take them to generate a call log manually.

Claims20

Dependent claims

A method for a computer apparatus for automatically generating a customer interaction log for an interaction between a customer and an agent, the method comprising:

automatically analyzing received input corresponding to an interaction in the form of a transcript between a customer and an agent to generate a customer interaction log using at least one model;
displaying the customer interaction log for review by the agent at a graphical user interface of an agent computer;
enabling the agent to provide feedback by way of the graphical user interface;
and
automatically updating at least one of the customer interaction log and the at least one model based on the feedback by the agent.

2 more elements

A system for automatically generating a customer interaction log for an interaction between a customer and agent, the system comprising:

at least one processing unit configured to execute components;
an analysis component configured to automatically analyze received input corresponding to an interaction in the form of a transcript between the customer and the agent to generate the customer interaction log using at least one model;
a display generation component configured to generate a display of the customer interaction log for agent review at a graphical user interface of an agent computer;
a feedback collection component configured to enable the agent to provide agent feedback by way of the graphical user interface;
and
at least one learning component configured to analyze agent feedback to determine updating of at least one of the customer interaction log and the at least one model based on agent feedback.

3 more elements

Dependencies are inferred from the claim text.

Facts

Application

14/140,649Filed 26 Dec 2013

Priority

27 Oct 2008

Published

5 Jun 2014

Term ends

Not estimatedThe source records don’t support an estimate.

Classification9 codes

H04M 3/5133
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: operator terminal details
G10L 15/26
Speech recognition: speech to text systems
H04M 3/42221
Systems providing special services or facilities to subscribers: conversation recording systems
H04M 3/4936
Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice…

Family

Application61/108,596Us provisional application · filed 27 Oct 2008

Application12/428,947Continuation · filed 23 Apr 2009

Application14/140,649Continuation

US 2010/0104087 A1Published application

US 8,644,488 B2Related patent

US 9,014,363 B2Related patent

US 2014/0153709 A1This patent

From the US filing history. Foreign family members aren’t listed.

System And Method For Automatically Generating Adaptive Interaction Logs From Customer Interaction Text

Life of this patent

System And Method For Automatically Generating Adaptive Interaction Logs From Customer Interaction Text

Life of this patent

Abstract

Claims20