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

• US 9,692,895 B1
• Filed: 08/17/2016
• Issued: 06/27/2017
• Est. Priority Date: 07/24/2013
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Ouimette, Jason P., Blackwell, Jennifer L., Koster, Karl H.
• Primary Examiner(s): Al Aubaidi, Rasha
• Application Number:
  US15/239,260
• Time in Patent Office: 314 Days
• Field of Search: 37926501-2661, 37926607, 379 8801
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party'"'"'s or the agent'"'"'s speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent'"'"'s speech to be monitored using a second keyword set.

Claims

1. A system for monitoring compliance by an agent of a contact center on a call involving 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 comprising “

bankruptcy”

, “

bankrupt”

, “

court”

, “

lawyer”

, “

attorney”

, “

law firm”

, and “

filed”

in speech from the remote party associated with the call;

cause a first visual indication to be displayed on a computer used by the agent in response to receiving the first event notification informing the agent to inquire of a legal representative of the remote party;

start a timer after receipt of the first event notification; and

cause a second visual indication to be displayed on the computer used by the agent informing the agent of a non-compliant status condition in response to not receiving a second event notification from the speech analytics component prior to the expiry of the timer, wherein the second event notification indicates detection of a second keyword from a second keyword set in speech from the agent, wherein the second keyword is one or more from a group of “

name”

, “

law firm”

, “

lawyer”

, “

attorney”

, “

court”

, and “

case”

.

2. The system of claim 1, wherein the processor is further configured to:

update a compliance score based on not receiving the second event notification prior to expiry of the timer.

3. The system of claim 1, wherein the second visual indication comprises a numerical compliance score.

4. The system of claim 1, wherein the processor is further configured to:

start a second timer after expiry of the timer; and

transmit a notification to a second computer used by a supervisor of the agent upon not receiving a third event notification from the speech analytics component prior to the expiry of the second timer, wherein the third event notification indicates detection of a third keyword from the second keyword set in speech from the agent.

5. The system of claim 1, wherein the second visual indication further comprises an icon for playing a pre-recorded announcement to the remote party.

6. The system of claim 5, wherein the pre-recorded announcement is recorded using a voice of the agent.

7. The system of claim 1, wherein the processor is configured to execute a call processing logic script for an outbound call campaign, wherein the call is an outbound call of the outbound call campaign and originated to the remote party, and wherein the call processing logic script indicates application of the first keyword set and the second keyword set.

8. The system of claim 1, wherein the processor is configured to pre-populate a disposition code for confirmation by the agent.

9. A computer-readable non-transitory medium storing instructions that when executed by a processor cause the processor to:

receive a first event notification from a speech analytics component indicating detection of a first keyword from a first keyword set comprising “

bankruptcy”

, “

bankrupt”

, “

court”

, “

lawyer”

, “

attorney”

, “

law firm”

, and “

filed”

in speech involving a remote party associated with a call;

cause a first visual indication to be transmitted to a computer used by an agent on the call for display to the agent in response to receiving the first event notification, wherein the first visual indication informs the agent to inquire of a legal representative of the remote party;

start a timer after receipt of the first event notification; and

cause a second visual indication to be transmitted to the computer for display to the agent, wherein the second visual indication informs the agent of a non-compliant status condition in response to not receiving a second event notification from the speech analytics component prior to the expiry of the timer, the second event notification indicating detection of a second keyword from a second keyword set in speech from the agent, wherein the second keyword is one or more from a group of “

name”

, “

law firm”

, “

lawyer”

, “

attorney”

, “

court”

, and “

case”

.

10. The non-transitory computer readable medium of claim 9, wherein the instructions further cause the processor to:

update a compliance score based on not receiving the second event notification prior to expiry of the timer.

11. The non-transitory computer readable medium of claim 9, wherein the second visual indication comprises a numerical compliance score.

12. The non-transitory computer readable medium of claim 9, wherein the instructions further cause the processor to:

start a second timer after expiry of the timer; and

transmit a notification to a second computer used by a supervisor of the agent upon not receiving a third event notification from the speech analytics component prior to the expiry of the second timer, wherein the third event notification indicates detection of a third keyword from the second keyword set in speech from the agent.

13. The non-transitory computer readable medium of claim 9, wherein the second visual indication further comprises an icon for playing a pre-recorded announcement to the remote party.

14. The non-transitory computer readable medium of claim 13, wherein the pre-recorded announcement is recorded using a voice of the agent.

15. The non-transitory computer readable medium of claim 9, wherein the call is an outbound call of the outbound call campaign and originated to the remote party, and wherein the call processing logic script indicates application of the first keyword set and the second keyword set.

16. The non-transitory computer readable medium of claim 9, wherein the processor is further configured to:

pre-populate a disposition code for the call for confirmation by the agent.

17. A method for monitoring compliance by an agent of a contact center on a call involving a remote party comprising:

receiving a first event notification from a speech analytics component indicating detection of a first keyword from a first keyword set comprising “

bankruptcy”

, “

bankrupt”

, “

court”

, “

lawyer”

, “

attorney”

, “

law firm”

, and “

filed”

in speech involving the remote party associated with the call;

displaying a first visual indication by a computer used by the agent on the call in response to receiving the first event notification, wherein the first visual indication informs the agent to inquire of a legal representative of the remote party;

starting a timer after receipt of the first event notification; and

displaying a second visual indication by the computer, wherein the second visual indication informs the agent of a non-compliant status condition in response to not receiving a second event notification from the speech analytics component prior to the expiry of the timer, the second event notification indicating detection of a second keyword from a second keyword set in speech from the agent, wherein the second keyword is one or more from a group of “

name”

, “

law firm”

, “

lawyer”

, “

attorney”

, “

court”

, and “

case”

.

18. The method of claim 17, further comprising:

starting a second timer after expiry of the timer; and

transmitting a notification to a second computer used by a supervisor of the agent upon not receiving a third event notification from the speech analytics component prior to the expiry of the second timer, wherein the third event notification indicates detection of a third keyword from the second keyword set in speech from the agent.

19. The method of claim 17, further comprising:

updating a compliance score based on not receiving the second event notification prior to expiry of the timer.

20. The method of claim 17, further comprising:

pre-populating a disposition code for the call for confirmation by the agent.