SYSTEMS AND METHODS FOR ANALYZING COACHING COMMENTS

• US 20140362984A1
• Filed: 06/07/2013
• Published: 12/11/2014
• Est. Priority Date: 06/07/2013
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: DANSON, Christopher, Brown, Douglas, Joyce, Brendan, Stark, Rachel Jean, McIngvale, Brittney Lynn
• Granted Patent: US 11,336,770 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

The methods, apparatuses, and systems described herein are designed to analyze comments provided by a coach relating to an agent'"'"'s interaction with a customer. The methods include receiving a coaching comment regarding an agent'"'"'s interaction with a customer, applying at least one scoring algorithm to the comment, and outputting a score of the scoring algorithm.

Claims

1. A system for analyzing coaching comments, comprising:

a node comprising a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises;

instructions, that when executed, receive a coaching comment regarding an agent'"'"'s interaction with a customer;

instructions, that when executed, score the comment; and

instructions, that when executed, output the score of the coach.

2. The system of claim 1, wherein the score is binary or scalar.

3. The system of claim 1, wherein the instructions that score the comment, comprise instructions, that when executed, review the comment for customization, actionability, encouragement, or a combination thereof, to provide a basis for the score.

4. The system of claim 3, wherein the instructions that review the comment comprise instructions, that when executed, search for:

pre-selected terms or phrases that indicate customization, actionability, or encouragement;

density of the pre-selected terms or phrases in the comment;

presence of the pre-selected terms or phrases in a first sentence of the comment;

or a combination thereof.

5. The system of claim 1, further comprising instructions, that when executed, combine the coach'"'"'s scores for a plurality of comments into an aggregated score.

6. The system of claim 5, wherein the coach'"'"'s scores are combined over a period of time.

7. The system of claim 5, further comprising instructions, that when executed, compare the aggregated score to an aggregated score of one or more other coaches.

8. The system of claim 1, further comprising instructions, that when executed, receive and analyze the agent'"'"'s interaction with the customer to facilitate scoring the coach'"'"'s comment.

9. A method for analyzing coaching comments, which comprises:

receiving a coaching comment regarding an agent'"'"'s interaction with a customer;

applying at least one scoring algorithm to the comment; and

outputting a score of the scoring algorithm.

10. The method of claim 9, wherein the outputted score is binary or scalar.

11. The method of claim 9, wherein the at least one scoring algorithm analyzes the comment for customization, actionability, encouragement, or a combination thereof to provide a basis for the score.

12. The method of claim 11, wherein the at least one scoring algorithm searches for:

pre-selected terms or phrases that indicate customization, actionability, or encouragement;

density of the pre-selected terms or phrases in the comment;

presence of the pre-selected terms or phrases in a first sentence of the comment;

or a combination thereof.

13. The method of claim 9, which further comprises aggregating individual scores of the coach over a period of time.

14. The method of claim 13, which further comprises comparing the aggregated score of the coach with an aggregated score of one or more other coaches.

15. The method of claim 13, which further comprises comparing the aggregated score of the coach to a target score.

16. The method of claim 13, which further comprises receiving and analyzing the agent'"'"'s interaction with the customer to facilitate application of the scoring algorithm.

17. A computer readable medium comprising a plurality of instructions comprising:

instructions, that when executed, receive a coaching comment regarding an agent'"'"'s interaction with a customer;

instructions, that when executed, score the coaching comment using at least one scoring algorithm;

instructions, that when executed, aggregate the scores for each comment of the coach; and

instructions, that when executed, compare the aggregated score of the coach with a second aggregated score.

18. The computer readable medium of claim 17, wherein the aggregated score is binary or scalar.

19. The computer readable medium of claim 17, wherein the at least one scoring algorithm analyzes the comment for customization, actionability, encouragement, or a combination thereof to provide a basis for the score.

20. The computer readable medium of claim 19, wherein the at least one scoring algorithm searches for:

pre-selected terms or phrases that indicate customization, actionability, or encouragement;

density of the pre-selected terms or phrases in the comment;

presence of the pre-selected terms or phrases in a first sentence of the comment, or a combination thereof.

21. The computer readable medium of claim 17, wherein the second aggregated score is an aggregated score of a second coach, an aggregated score of the coach from a different time period, an aggregated score of the coach based on a different agent interaction with a customer, a target score, or a combination thereof.

22. The computer readable medium of claim 17, further comprising instructions, that when executed, receive and analyze the agent'"'"'s interaction with the customer.

23. An apparatus for analyzing coaching comments, which comprises:

a database module adapted to receive a plurality of coaching comments, each regarding an agent'"'"'s interaction with a customer;

a scoring module adapted to score each coaching comment using at least one scoring algorithm; and

a display module adapted to output the score of the coach.

24. A method of training a coaching scoring algorithm, which comprises:

providing a base algorithm created by linguistic analysis of coaching comments regarding contact center agent interaction with a customer;

providing previously analyzed coaching comments to the base algorithm; and

causing the base algorithm to identify usage patterns of terms and phrases in comments.

25. The method of claim 24, which further comprises creating libraries of customized, actionable, and encouraging comment terms and phrases.