Back to results
US 8,411,841 B2Granted
Real-time agent assistance
AssigneeNexidia Inc.
InventorsGordon Edwards, John Willcutts, Jon W. Ezrine, Marsal Gavalda
Life of this patent
Estimating the term…
Abstract
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.
Claims11
A method comprising:
- accepting a specification of a predefined plurality of associations between keyphrases of a predefined set of keyphrases and knowledge articles of a predefined set of knowledge articles stored in a machine-readable data store;
- processing, by a word spotting engine of a contact center system, audio data representative of an interaction between a contact center caller and a contact center agent to form an output including identifications of occurrences of keyphrases of the predefined set of keyphrases in the audio data;
- selecting, from the predefined set of knowledge articles, a candidate set of knowledge articles for presentation to the contact center agent based at least in part on a result of processing the identified occurrences of the keyphrases in the output of the word spotting engine according to the predefined plurality of associations;
- and
- detecting that the interaction between the contact center agent and the contact center caller is ongoing and causing visual representations of selected knowledge articles of the candidate set to be presented on a display terminal associated with the contact center agent during the ongoing interaction;
- wherein each of the selected knowledge articles of the candidate set is associated with a relevance score that exceeds a threshold score, and wherein the method further comprises:
- comparing the relevance scores associated with the selected knowledge articles of the candidate set to identify the knowledge article of the candidate set that is most relevant to the interaction between the contact centre caller and the contact center agent;
- and
- generating a visual representation of the identified knowledge article of the candidate set.
6 more elements
Dependencies are inferred from the claim text.