公开(公告)号：US11922122B2

公开(公告)日：2024-03-05

申请号：US18064891

申请日：2022-12-12

申请人： Calabrio, Inc.

发明人： Catherine Bullock ,  Boris Chaplin ,  Kyle Smaagard ,  Chris Vanciu ,  Dylan Morgan ,  Matt Matsui ,  Paul Gordon ,  Laura Cattaneo

IPC分类号： G06F40/289 ,  G06F40/30 ,  H04M3/51

CPC分类号： G06F40/289 ,  G06F40/30 ,  H04M3/5183

摘要： Aspects of the present disclosure relate to systems and methods for detecting emerging events. In various examples, a method for detecting emerging events includes obtaining communication data associated with communication between multiple sources, segmenting communication data into multiple segments, determining whether a data segment belongs to a familiar topic or none, and generating a notification when a familiar topic is mentioned for more or less than a mention prediction. Additionally, or alternatively, a notification may be generated when an unfamiliar topic emerges from a set of unfamiliar data segments if an associated segment count exceeds a critical mass threshold. To determine whether a data segment belongs to a familiar topic, the data segment may be transformed into a feature vector and mapped onto a feature space, where a distance-based similarity score may be determined.

公开(公告)号：US20230205794A1

公开(公告)日：2023-06-29

申请号：US18046890

申请日：2022-10-14

申请人： Calabrio, Inc.

发明人： Kyle Smaagard ,  Boris Chaplin ,  Chris Vanciu ,  Paul Gordon ,  Matt Matsui ,  Laura Cattaneo ,  Catherine Bullock ,  Dylan Morgan

IPC分类号： G06F16/332 ,  G06F16/31

CPC分类号： G06F16/3323 ,  G06F16/322 ,  G06F16/3326

摘要： The present disclosure relates to generating additional insight data for search results. Individual search results may be obtained and used to generate a parse tree for the search result data. A dependency graph may then be generated using the parse tree, where the dependency graph includes a root node that corresponds to a query parameter. A scoring or weighting algorithm is applied to the dependency graph to generate and aggregate scores for nodes in the dependency graph relative to the root node. The generated scores or weights are used to generate insight data for the search results.

公开(公告)号：US11924379B1

公开(公告)日：2024-03-05

申请号：US18088484

申请日：2022-12-23

申请人： Calabrio, Inc.

发明人： Kyle Smaagard ,  Dylan Morgan ,  Laura Cattaneo ,  Catherine Bullock ,  Chris Vanciu ,  Boris Chaplin

IPC分类号： H04M3/00 ,  G10L15/08 ,  H04M3/51

CPC分类号： H04M3/5175 ,  G10L15/08 ,  G10L2015/088 ,  H04M2201/40

摘要： Aspects of the present disclosure relate to evaluating a contact center agent using an automated evaluation process that employs aspects of machine learning to review pieces of content, identify context within a piece of content where a compliance statement is required, and determine if a compliance statement was given by the agent. In some embodiments, a compliance model is trained and utilized to recognize context within the customer-agent interaction indicating that a compliance statement should be given by the agent. The presence or absence of a compliance statement in the piece of content may then be evaluated by the model and reported to the contact center supervisor. The automated nature of the invention efficiently and effectively reduces the unnecessary randomness introduced by a manual review process while providing improved assurance that compliance requirements are consistently provided during customer interactions.

公开(公告)号：US20240028606A1

公开(公告)日：2024-01-25

申请号：US18358619

申请日：2023-07-25

申请人： Calabrio Inc.

发明人： Boris Chaplin ,  Chris Vanciu ,  Kyle Smaagard ,  Dylan Morgan ,  Catherine Bullock ,  Laura Cattaneo ,  Matt Matsui

IPC分类号： G06F16/25 ,  G06F16/14

CPC分类号： G06F16/258 ,  G06F16/148 ,  G06F16/164

摘要： Systems and methods are provided for cataloging and retrieving data. The systems access data stored at a data storage and determine its data type. When a data type is unknown to the systems, the systems generate configuration data for data ingress and validate the data in a test environment. Once the data ingress succeeds in the testing environment, the systems transform data format to a known format, itemize parts of data for cataloging, extract the parts of data, and generates metadata associated with the data. The systems store both the metadata and the extracted data a final data store. A local data server with a web server includes a database of metadata for locally determining locations of data needed to generate a response to a data query. Metadata includes labels associated with itemized data stored in the final data store.

公开(公告)号：US20230162834A1

公开(公告)日：2023-05-25

申请号：US17892028

申请日：2022-08-19

申请人： Calabrio, Inc.

发明人： Boris Chaplin ,  Kyle Smaagard ,  Chris Vanciu ,  Dylan Morgan ,  Paul Gordon ,  Thomas J. Goodmanson ,  Matt Matsui

IPC分类号： G16H20/70 ,  A61B5/16 ,  H04M3/51

CPC分类号： G16H20/70 ,  A61B5/165 ,  H04M3/5175 ,  H04M2203/402

摘要： Computer-implemented methods disclosed herein can intelligently determining a stress level of an agent at a contact center. Such computer-implemented methods can include identifying one or more escalation factors that are indicative of an escalation of stress. The computer-implemented method can include aggregating the one or more escalation factors that have been identified into a total stress level. The computer-implemented method can include presenting one or more stress reduction suggestions for reducing the total stress level.

公开(公告)号：US20230215458A1

公开(公告)日：2023-07-06

申请号：US18046476

申请日：2022-10-13

申请人： Calabrio, Inc.

发明人： Dylan Morgan ,  Boris Chaplin ,  Kyle Smaagard ,  Chris Vanciu ,  Laura Cattaneo ,  Matt Matsui ,  Paul Gordon ,  Catherine Bullock

IPC分类号： G10L25/60 ,  G10L25/27

CPC分类号： G10L25/60 ,  G10L25/27

摘要： Systems and methods are provided for generating quality scores associated with a contact (e.g., a telephonic call including an agent) and with agents. In particular, the disclosed technology determines types of frames of content of the contact into a speech and/or a noise, the noise further classified into a standard noise and a non-standard noise. A frame type determiner determines a type of a frame based on a waveform analysis and/or use of speech and noise models that are trained through machine learning. The standard noise includes noise that is expected and consistent across contacts and agents (e.g., a hold music). The non-standard noise includes a noise that is unexpected in occasion and audio sources (e.g., a barking dog, a siren from street, and the like). The disclosed technology enables assessing contacts and agents based on issues associated with remote working environment that vary among agents.

公开(公告)号：US20230214594A1

公开(公告)日：2023-07-06

申请号：US18064891

申请日：2022-12-12

申请人： Calabrio, Inc.

发明人： Catherine Bullock ,  Boris Chaplin ,  Kyle Smaagard ,  Chris Vanciu ,  Dylan Morgan ,  Matt Matsui ,  Paul Gordon ,  Laura Cattaneo

IPC分类号： G06F40/289 ,  G06F40/30 ,  H04M3/51

CPC分类号： G06F40/289 ,  G06F40/30 ,  H04M3/5183

摘要： Aspects of the present disclosure relate to systems and methods for detecting emerging events. In various examples, a method for detecting emerging events includes obtaining communication data associated with communication between multiple sources, segmenting communication data into multiple segments, determining whether a data segment belongs to a familiar topic or none, and generating a notification when a familiar topic is mentioned for more or less than a mention prediction. Additionally, or alternatively, a notification may be generated when an unfamiliar topic emerges from a set of unfamiliar data segments if an associated segment count exceeds a critical mass threshold. To determine whether a data segment belongs to a familiar topic, the data segment may be transformed into a feature vector and mapped onto a feature space, where a distance-based similarity score may be determined.

公开(公告)号：US20230186897A1

公开(公告)日：2023-06-15

申请号：US17549612

申请日：2021-12-13

申请人： Calabrio, Inc.

发明人： Dylan Morgan ,  Boris Chaplin ,  Kyle Smaagard ,  Chris Vanciu ,  Paul Gordon ,  Matt Matsui ,  Laura Cattaneo ,  Catherine Bullock

IPC分类号： G10L15/06 ,  H04M3/22 ,  H04M3/42 ,  G10L15/18 ,  G10L17/06

CPC分类号： G10L15/06 ,  G10L15/1815 ,  G10L17/06 ,  H04M3/2218 ,  H04M3/42221

摘要： Systems and methods are provided for determining calls and contacts associated with calls that are contextually similar based on content of the calls. Data associated with a call include one or more utterances made by speakers and a set of values indicating relevance between content of the call and topic categories of the call. The disclosed technology generates a topic vector associated with a call and/or respective speakers of the call. The topic vector includes a multidimensional vector where each dimension corresponds to a topic category. The disclosed technology determines calls that are contextually similar by comparing angular distances between topic vectors. A search query receiver receives a search query that queries contacts and calls that are contextually similar to a given call and/or a speaker. The disclosed technology identifies calls with topic vectors that are within a predetermined angular distance.

公开(公告)号：US20240211960A1

公开(公告)日：2024-06-27

申请号：US18069983

申请日：2022-12-21

申请人： Calabrio, Inc.

发明人： Laura Cattaneo ,  Boris Chaplin ,  Kyle Smaagard ,  Chris Vanciu ,  Dylan Morgan ,  Catherine Bullock

IPC分类号： G06Q30/015 ,  G06F40/279 ,  G06Q10/0639

CPC分类号： G06Q30/015 ,  G06F40/279 ,  G06Q10/06398

摘要： The present disclosure relates to automatically evaluating an agent-customer interaction utilizing aspects of machine learning to score the quality of the interaction. In some embodiments, one or more machine learning models are utilized to generate an interaction quality score which is a comprehensive evaluation of agent performance during the interaction. The interaction quality score is a combination of two sub-scores, a conversation score and service score which are each based on one or more dimension scores. The conversation score is a measure of how well the agent engages with the customer during the interaction. The service score is an evaluation of the quality of the agent's service during the interaction in terms of customer's perception of the agent's performance. Each of the conversation score and service score are determined by an analysis of one or more dimensions such as fluency, relevance, appropriateness, informativeness, assurance, responsiveness, empathy, compliance, and sentiment.

公开(公告)号：US20240211699A1

公开(公告)日：2024-06-27

申请号：US18088494

申请日：2022-12-23

申请人： Calabrio, Inc.

发明人： Catherine Bullock ,  Dylan Morgan ,  Laura Cattaneo ,  Chris Vanciu ,  Kyle Smaagard ,  Boris Chaplin

IPC分类号： G06F40/35

CPC分类号： G06F40/35

摘要： The disclosed aspects relate to event driver detection from communication data (e.g., a stream of text, an image, and audio stream, and/or a video stream). In examples, an event is identified for a communication. For example, the event may be a system-driven event, a context-driven event, or a conversation-driven event. One or more segments of communication data (e.g., an utterance, a sentence, or a sentence fragment) relating to the event may be identified, such that a topic may be determined for each segment. The determined topic(s) may be associated with the event, thereby determining an event driver for the event that provides an indication as to why the event occurred. Multiple communications (e.g., having the same or a similar event type, agent, supervisor, time period, and/or queue) may be aggregated, such that patterns/trends for corresponding event drivers may be identified and further processed accordingly.