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REAL-TIME APPLICATION OF INTERACTION ANLYTICS

  • US 20110307258A1
  • Filed: 06/15/2010
  • Published: 12/15/2011
  • Est. Priority Date: 06/10/2010
  • Status: Abandoned Application
First Claim
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1. A method for performing a real-time action related to an interaction associated with a contact center, comprising:

  • receiving at least a part of an audio signal of the interaction captured by a capturing device associated with the organization, and metadata information associated with the interaction;

    performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information;

    categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress; and

    taking an action associated with the category.

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