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METHODS AND APPARATUS FOR REAL-TIME INTERACTION ANALYSIS IN CALL CENTERS

  • US 20110307257A1
  • Filed: 06/10/2010
  • Published: 12/15/2011
  • Est. Priority Date: 06/10/2010
  • Status: Active Grant
First Claim
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1. A method for indicating in real time that an interaction in which a representative of an organization participates is associated with a problem or issue, comprising:

  • receiving a segment of the interaction;

    extracting a feature from the segment;

    extracting a global feature associated with the interaction;

    aggregating the feature and the global feature; and

    classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature.

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