Speech analytics: conversation timing and adjustment
First Claim
1. A method for determining communication delays in a contact center, comprising:
- measuring, by a processor, a transmission delay value indicating the transmission delay of a voice portion of a conversation between an agent communication device and a customer communication device;
measuring, by the processor, a processing delay value indicating the processing delay of the voice portion of the conversation;
determining, by the processor, an overtalk indicator based on the transmission delay value and the processing delay value; and
providing, by the processor, the overtalk indicator to one of the agent communication device or a call analytics engine.
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Accused Products
Abstract
Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.
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Citations
21 Claims
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1. A method for determining communication delays in a contact center, comprising:
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measuring, by a processor, a transmission delay value indicating the transmission delay of a voice portion of a conversation between an agent communication device and a customer communication device; measuring, by the processor, a processing delay value indicating the processing delay of the voice portion of the conversation; determining, by the processor, an overtalk indicator based on the transmission delay value and the processing delay value; and providing, by the processor, the overtalk indicator to one of the agent communication device or a call analytics engine. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A contact center, comprising:
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a processor; a network interface that facilitates communication between an agent device and a customer device; and wherein the processor is programmed to; measure a transmission delay value indicating the transmission delay of a voice portion of a conversation between the agent communication device and the customer communication device; measure a processing delay value indicating the processing delay of the voice portion of the conversation; determine an overtalk indicator based on the transmission delay value and the processing delay value; and provide the overtalk indicator to one of the agent communication device or a call analytics engine. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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21. A contact center, comprising:
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a processor; a network interface operable to facilitate communication between an agent device and a customer device; and wherein the processor is programmed to; measure a transmission delay value indicating the transmission delay of a voice portion of a conversation between the agent communication device and the customer communication device; measure a processing delay value indicating the processing delay of the voice portion of the conversation; determine an overtalk indicator based on the transmission delay value and the processing delay value, wherein the overtalk indicator indicates an overtalk amount and wherein the overtalk amount is the sum of the transmission and processing delay values; and provide the overtalk indicator to one of the agent communication device or a call analytics engine.
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Specification