Machine learning based upon feedback from contact center analysis
First Claim
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1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:
- a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;
a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;
a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;
a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;
a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and
a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system.
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Abstract
A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device fur identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.
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Citations
42 Claims
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1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:
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a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point; a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams; a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter; a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter; a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A method for adaptively analyzing a call center interaction, comprising:
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analyzing voice interaction data representative of the call center interaction at a speech/data analysis engine to determine a parameter associated with the voice interaction data; and receiving scoring as feedback regarding the call center interaction to modify an analysis algorithm employed by the speech/data analysis engine, and from the feedback; determining which recorded calls to retain for future analysis, determining which agents/lines to monitor and how often, and determining which monitored agents/lines to analyze and at least one decision rule associated with the monitoring. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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30. An adaptive learning voice interaction recording and analysis system, comprising:
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a recorder operable to acquire voice interaction data in a call center environment; an analysis module operable to analyze voice communication content associated with the voice interaction data received from the recorder, the analysis module being operable to identify at least one predetermined parameter by analyzing voice communication content of at least one monitored signal taken from the voice interaction data, wherein the analysis module uses one or more analysis algorithms to analyze voice communication content; a storage device operable to store analyzed voice communication content; and a replay station operable to facilitate feedback by retrieving stored analyzed voice communication content from the storage device, wherein the feedback is used modify the one or more analysis algorithms. - View Dependent Claims (31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42)
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Specification