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System and method for call center agent quality assurance using biometric detection technologies

  • US 20070121824A1
  • Filed: 11/30/2005
  • Published: 05/31/2007
  • Est. Priority Date: 11/30/2005
  • Status: Active Grant
First Claim
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1. A method for assessing the quality of a call recipient response during an interactive voice dialog, the method comprising:

  • establishing a call between a caller and a call recipient, the call creating the interactive call dialog;

    analyzing call recipient behavioral characteristics during the call dialog;

    comparing the call recipient'"'"'s behavioral characteristics to a set of pre-defined behavioral rules; and

    determining if a behavioral pattern exists based upon the comparison of the call recipient'"'"'s behavioral characteristics to the set of pre-defined behavioral rules.

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