Invention Grant
- Patent Title: Real-time call center call monitoring and analysis
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Application No.: US13910531Application Date: 2013-06-05
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Publication No.: US09521258B2Publication Date: 2016-12-13
- Inventor: John Ripa , Rachid Cheaib
- Applicant: Castel Communications, LLC
- Applicant Address: US NY Buffalo
- Assignee: Castel Communications, LLC
- Current Assignee: Castel Communications, LLC
- Current Assignee Address: US NY Buffalo
- Agency: Hodgson Russ LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; G10L25/48 ; H04M3/523 ; G10L25/63

Abstract:
Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the customer is speaking, a customer emotion score may be calculated in real-time. A frequency at which calculated customer emotion scores equal or exceed an emotion score threshold during a specified time interval may be calculated in real-time during the conversation. The calculated frequency for the customer may be compared, in real-time, to a plurality of specified frequency thresholds. A visual representation corresponding to a highest of the plurality of specified frequency thresholds that is equaled or exceeded by the calculated frequency for the customer may be displayed in real-time on the display screen of the agent station.
Public/Granted literature
- US20140140496A1 REAL-TIME CALL CENTER CALL MONITORING AND ANALYSIS Public/Granted day:2014-05-22
Information query