Voice and speech recognition for call center feedback and quality assurance
First Claim
1. A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computer-implemented method comprising:
- comparing, via one or more processors, words which are spoken by the customer service representative during an oral conversation between the customer service representative and the customer with (i) positive words, and (ii) negative words; and
calculating and displaying on a display, via the one or more processors, a first score that varies according to (a) each word spoken by the customer service representative that matches one of the positive words, and (b) each word spoken by the customer service representative that matches one of the negative words to facilitate an objective evaluation of the customer interaction such that the first score is increased corresponding to usage of positive words by the customer service representative, and decreased corresponding to usage of negative words by the customer service representative.
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Abstract
A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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Citations
20 Claims
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1. A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computer-implemented method comprising:
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comparing, via one or more processors, words which are spoken by the customer service representative during an oral conversation between the customer service representative and the customer with (i) positive words, and (ii) negative words; and calculating and displaying on a display, via the one or more processors, a first score that varies according to (a) each word spoken by the customer service representative that matches one of the positive words, and (b) each word spoken by the customer service representative that matches one of the negative words to facilitate an objective evaluation of the customer interaction such that the first score is increased corresponding to usage of positive words by the customer service representative, and decreased corresponding to usage of negative words by the customer service representative. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computing device for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computing device comprising:
a processing element in electronic communication with a memory element, the processing element configured to compare words which are spoken by the customer service representative during an oral conversation between the customer service representative and the customer with (i) positive words, and (ii) negative words, and calculate and display on a display a first score that varies according to (a) each word spoken by the customer service representative that matches one of the positive words, and (b) each word spoken by the customer service representative that matches one of the negative words to facilitate an objective evaluation of the customer interaction such that the first score is increased corresponding to usage of positive words by the customer service representative, and decreased corresponding to usage of negative words by the customer service representative. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer-readable medium with an executable program stored thereon for providing an evaluation to a customer service representative regarding his performance during an interaction with a customer, wherein the program instructs a processing element of a computing device to perform the following:
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comparing words which are spoken by the customer service representative during an oral conversation between the customer service representative and the customer with (i) positive words, and (ii) negative words; and calculating and displaying on a display a first score that varies according to (a) each word spoken by the customer service representative that matches one of the positive words, and (b) each word spoken by the customer service representative that matches one of the negative words to facilitate an objective evaluation of the customer interaction such that the first score is increased corresponding to usage of positive words by the customer service representative, and decreased corresponding to usage of negative words by the customer service representative. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification