System and method for call center agent quality assurance using biometric detection technologies
First Claim
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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Accused Products
Abstract
A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents'"'"' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.
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Citations
26 Claims
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1. A method for assessing the quality of a call recipient response during an interactive voice dialog, the method comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer program product comprising a computer usable medium having computer usable program code for assessing the quality of a call recipient response during an interactive call dialog, the computer program product including:
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computer usable program code for establishing a call between a caller and a call recipient, the call creating the interactive call dialog;
computer usable program code for analyzing call recipient behavioral characteristics during the call dialog;
computer usable program code for comparing the call recipient'"'"'s behavioral characteristics to a set of pre-defined behavioral rules; and
computer usable program code for 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. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A data processing system for assessing the quality of a call recipient response during an interactive call dialog, the data processing system comprising:
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a telephone network for establishing a call between a caller and a call recipient, the call creating the interactive call dialog;
a biometric monitoring device for detecting call recipient behavioral characteristics during the call dialog;
a database containing pre-defined behavioral rules; and
a processor for comparing the call recipient'"'"'s behavioral characteristics to the pre-defined behavioral rules;
the processor 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. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26)
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Specification