US 2019/0156114 A1 · SYSTEM AND METHOD FOR VIDEO ANALYSIS

Abstract

A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

Claims16

Dependent claims

A method of providing visual feedback to a contact center user for improving a contact center interaction, the method comprising:

receiving, by a video server, a video stream of a first contact center user at the video server;
providing, by the video server, the video stream to a real-time video analysis system;
analyzing, by the real-time video analysis system, an indicator of the first contact center user in the video stream extracted from the video stream;
and
providing, by the video analysis system, real-time visual feedback regarding the analyzed indicator of the first contact center user to a user interface for the first contact center user,
wherein the real-time visual feedback is provided to improve an interaction with the first contact center user during the video stream as measured by a contact center metric.

3 more elements

Dependencies are inferred from the claim text.

System and method for video analysis

Life of this patent

System and method for video analysis

Life of this patent

Abstract

Claims16