Process & methods for content adaptive learning

• US 20050278189A1
• Filed: 05/26/2005
• Published: 12/15/2005
• Est. Priority Date: 05/27/2004
• Status: Abandoned Application

• Current Assignee: ISense Technology, Inc.
• Original Assignee: ISense Technology, Inc.
• Inventors: Mercadante, Michael J., Aswadhati, Vijay
• Application Number:
  US11/138,992
• Publication Number:
  US 20050278189A1
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 50/205 Education administration or guidance

Abstract

A Business system for Content Adaptive Learning for assisting teams with continuous improvement of customer service by a 360 degree view (Agent, Customer, & Manager) of their performance against goals and performance measures, enabled by a set of processes and methods which create a Learning Center, a set of processes and methods which enable Real-Time Content Detection, a set of processes and methods which create a set of Proactive Behaviors, a set of processes and methods enabling Learning and a set of processes and methods enabling Behavior Change.

Claims

1. A Business system for providing the process and methods of Content Adaptive Learning for assisting teams with continuous improvement of customer service by a 360 degree view (Agent, Customer, &

Manager) of their performance against goals and performance measures, comprising;

a set of methods and processes for creating a Learning Center which describes the body of knowledge required to represent interactions between customers and agents independent of the media used to record these interactions, the recorded media of the interaction, the rules which describe the desired behaviors of the team, the actions which are to be taken , as well as the representation of events which create a historical view of the team and individuals performance to specified goals and metrics;

a set of methods and processes for real-time Content Detection (keywords, phrases, emotions) in live media streams (text, email, Interactive Chat, Telephony, Internet Telephony, Video Interactions) enabling the capture of interaction statistics, and real-time observation and proactive intervention;

a set of methods and process describing the Proactive Behaviors (alerting, interaction tagging, triggered workflow, monitoring, escalation, intervention) which are to be taken during the discover of Events of Interest during the process of Content Detection;

a set of methods and processes for individual'"'"'s and team Learning which evaluate current and past performance which can make recommendations, trigger workflow, alter rules , alter performance metrics and goals, request intervention for the resolution of conflicting rules, objectives, metrics and or goals ;

a set of process and methods for Individual and team Behavior change which provide for the routine presentation and visualization of actual performance vs. desired performance, with links to recommendations, rules, data, and workflow which support the recommendations, and visualization processes and methods which measure the changes in individual'"'"'s and team'"'"'s performance;