Evaluating transcripts through repetitive statement analysis

Abstract

Aspects of the present disclosure relate to evaluating agent performance during interactions with a customer by generating a repeatability metric based on statements in an associated interaction transcript. The repeatability metric is a performance indicator that quantifies the amount of repetition an individual experiences or utilizes during an interaction between the agent and the customer. The repeatability metric may be calculated by analyzing a transcript and the associated metadata to identify repetitive statements within the transcript. Once a repeatability metric is calculated it may be aggregated across a plurality of levels within a contact center and within the wider enterprise context to improve customer-agent interactions. Thus, the insights provided by the repeatability metric may highlight areas where additional agent training is required, improve agent response time, and increase customer satisfaction with their contact center experience.

Dependencies are inferred from the claim text.