US 2022/0103686 A1 · AUTOMATED AGENT BEHAVIOR RECOMMENDATIONS FOR CALL QUALITY IMPROVEMENT

Abstract

Disclosed herein is a method for automated agent behavior recommendations for call quality improvement. The method performed at a server includes receiving a first data record and a second data record of a plurality of data records, each comprising communication between a first party and a second party and determining a first communication originated from the first party. The method includes determining a category for each section of the plurality of sections of the first communication, and a plurality of behavior distances between different categories associated with the plurality of sections. The method includes augmenting first metadata of the first data record and second metadata of the second data record to include associated behavior distances and determining an average performance ranking of the first party to generate a recommendation to increase the average performance ranking of the first party above a preconfigured threshold.

Claims20

Dependent claims

A method, comprising:

receiving, at a server, a first data record and a second data record comprising communication between a first party and a second party;
determining, at the server, a plurality of behavior distances in the communication between the first party and the second party;
augmenting, by the server, first metadata of the first data record and second metadata of the second data record to include associated behavior distances;
determining, at the server, an average performance ranking of the first party based on an analysis of the first metadata and the second metadata;
and
generating, at the server, one or more recommendations for the first party to increase the average performance ranking of the first party above a preconfigured threshold.

3 more elements

A system, comprising:

a memory;
and
a processor coupled to the memory, wherein the processor is configured to:
receive a first data record and a second data record comprising communication between a first party and a second party;
determine a plurality of behavior distances in the communication between the first party and the second party;
augment first metadata of the first data record and second metadata of the second data record to include associated behavior distances;
determine an average performance ranking of the first party based on an analysis of the first metadata and the second metadata;
and
generate one or more recommendations for the first party to increase the average performance ranking of the first party above a preconfigured threshold.

6 more elements

A non-transitory computer-readable medium having instructions stored thereon that, when executed by at least one computing device of an application server, causes the at least one computing device to perform operations comprising:

receive a first data record and a second data record comprising communication between a first party and a second party;
determine a plurality of behavior distances in the communication between the first party and the second party;
augment first metadata of the first data record and second metadata of the second data record to include associated behavior distances;
determine an average performance ranking of the first party based on an analysis of the first metadata and the second metadata;
and
generate one or more recommendations for the first party to increase the average performance ranking of the first party above a preconfigured threshold.

3 more elements

Dependencies are inferred from the claim text.

Automated agent behavior recommendations for call quality improvement

Life of this patent

Automated agent behavior recommendations for call quality improvement

Life of this patent

Abstract

Claims20