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公开(公告)号：US09521258B2
公开(公告)日：2016-12-13
申请号：US13910531
申请日：2013-06-05
Applicant: Castel Communications, LLC
Inventor： John Ripa , Rachid Cheaib
CPC classification number: H04M3/5175 , G10L25/48 , G10L25/63 , H04M3/51 , H04M3/5133 , H04M3/523 , H04M2201/12 , H04M2201/38 , H04M2201/40 , H04M2203/401
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.
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公开(公告)号：US09160852B2
公开(公告)日：2015-10-13
申请号：US14077990
申请日：2013-11-12
Applicant: Castel Communications LLC
Inventor： John Ripa , Rachid Cheaib
CPC classification number: H04M3/5175 , G10L25/48 , G10L25/63 , H04M3/51 , H04M3/5133 , H04M3/523 , H04M2201/12 , H04M2201/38 , H04M2201/40 , H04M2203/401
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.
Abstract translation: 提供系统和方法，用于实时分析客户和呼叫中心代理之间的对话。 代理可以位于具有显示屏的代理站。 可以接收客户和代理之间的对话的连续音频馈送。 客户说话的每隔一秒，可以实时计算客户情绪分数。 在指定的时间间隔期间，计算出的客户情绪分数等于或超过情感评分阈值的频率可以在对话期间实时计算。 可以将计算出的客户频率实时地与多个指定的频率阈值进行比较。 可以在代理站的显示屏上实时显示对应于由客户计算的频率相等或超过的多个指定频率阈值中的最高的视觉表示。
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公开(公告)号：US20140140496A1
公开(公告)日：2014-05-22
申请号：US13910531
申请日：2013-06-05
Applicant: Castel Communications, LLC
Inventor： John Ripa , Rachid Cheaib
IPC: H04M3/51
CPC classification number: H04M3/5175 , G10L25/48 , G10L25/63 , H04M3/51 , H04M3/5133 , H04M3/523 , H04M2201/12 , H04M2201/38 , H04M2201/40 , H04M2203/401
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.
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公开(公告)号：US20140140497A1
公开(公告)日：2014-05-22
申请号：US14077990
申请日：2013-11-12
Applicant: CASTEL COMMUNICATIONS LLC
Inventor： John Ripa , Rachid Cheaib
IPC: H04M3/51
CPC classification number: H04M3/5175 , G10L25/48 , G10L25/63 , H04M3/51 , H04M3/5133 , H04M3/523 , H04M2201/12 , H04M2201/38 , H04M2201/40 , H04M2203/401
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.
Abstract translation: 提供系统和方法，用于实时分析客户和呼叫中心代理之间的对话。 代理可以位于具有显示屏的代理站。 可以接收客户和代理之间的对话的连续音频馈送。 客户说话的每隔一秒，可以实时计算客户情绪分数。 在指定的时间间隔期间，计算出的客户情绪分数等于或超过情感评分阈值的频率可以在对话期间实时计算。 可以将计算出的客户频率实时地与多个指定的频率阈值进行比较。 可以在代理站的显示屏上实时显示对应于由客户计算的频率相等或超过的多个指定频率阈值中的最高的视觉表示。
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