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Management system for using speech analytics to enhance contact center agent conformance

  • US 9,473,634 B1
  • Filed: 10/12/2015
  • Issued: 10/18/2016
  • Est. Priority Date: 07/24/2013
  • Status: Active Grant
First Claim
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1. A system for monitoring compliance by an agent of a contact center on a call to a remote party comprising:

  • a processor configured to;

    receive a first event notification from a speech analytics component indicating detection of a first keyword from a first keyword set in speech associated with the call from the remote party;

    start a timer after receipt of the first event notification;

    receive a second event notification from the speech analytics component after receiving the first event notification, the second event notification indicating detection of a second keyword from a second keyword set in speech associated with the call from the agent; and

    perform an action in response to determining the second event notification is not received prior to expiry of the timer, wherein the action comprises displaying a visual indication on a display of a computer terminal used by the agent informing the agent of a non-compliant response.

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