Method and apparatus for detecting anomolies in communication data
AssigneeTalkdesk, Inc.
InventorsPedro Filipe Caldeira Neves, Nuno André de Matos Lopes Cardoso
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Abstract
A method and system for determining anomalies in call center communications. Data relating to communications is streamed and processed to obtain baseline probability distributions over various domains of communications. Streams related to subsequent calls are compared to the baselines to determine anomalies.
Claims24
A method for creating a baseline database to be used to increase security in a call center implemented over a computing network by detecting anomalies in communication activities between call center agents and call center users, the method comprising:
- monitoring at least one stream of communication activity data indicating parameters of communication activities between call center agents and call center users;
- storing the communication activity data in a collected data database;
- aggregating the communication activity data into aggregated data;
- and
- creating, based on the aggregated data, at least one distribution of communication metrics over a period of time.
A method for increasing security in a call center implemented over a computing network by detecting anomalies in communication activities between call center agents and call center users, the method comprising:
- monitoring event parameters of communication activities between call center agents and user;
- querying a baseline distribution database to determine that an event parameter represents a communication anomaly when the event parameter indicates an event that corresponds to a probability that is lower than a predetermined threshold probability and a calculated confidence of the event is higher than a predetermined confidence threshold, wherein the baseline distribution database is created by monitoring at least one stream of communication activity data indicating parameters of communication activities between call center agents and call center users, storing the communication activity data in a collected data database and aggregating the communication activity data to create at least one distribution of communication metrics over a period of time;
- and
- storing a record of the communication anomaly in and anomaly database.
A system for creating a baseline database to be used to increase security in a call center implemented over a computing network by detecting anomalies in communication activities between call center agents and call center users, the system comprising:
- at least one memory storing computer executable instructions;
- and
- at least one processor which, when executing the instructions accomplishes the method of:
- monitoring at least one stream of communication activity data indicating parameters of communication activities between call center agents and call center users;
- storing the communication activity data in a collected data database;
- aggregating the communication activity data into aggregated data;
- and
- creating based on the aggregated data, at least one distribution of communication metrics over a period of time.
A system for increasing security in a call center implemented over a computing network by detecting anomalies in communication activities between call center agents and call center users, the system comprising:
- at least one memory storing computer executable instructions;
- and
- at least one processor which, when executing the instructions accomplishes the method of:
- monitoring event parameters of communication activities between call center agents and user;
- querying a baseline distribution database to determine that an event parameter represents a communication anomaly when the event parameter indicates an event that corresponds to a probability that is lower than a predetermined threshold probability and a calculated confidence of the event is higher than a predetermined confidence threshold, wherein the baseline distribution database is created by monitoring at least one stream of communication activity data indicating parameters of communication activities between call center agents and call center users, storing the communication activity data in a collected data database and aggregating the communication activity data to create at least one distribution of communication metrics over a period of time;
- and
- storing a record of the communication anomaly in and anomaly database.
Dependencies are inferred from the claim text.