公开(公告)号：US12113934B1

公开(公告)日：2024-10-08

申请号：US18626879

申请日：2024-04-04

Applicant: FMR LLC

Inventor： Bryan Dempsey ,  Saquib Ilahi ,  Jenson Joy ,  Nirupam Sarkar ,  Murad Maayah ,  Abigail Parker ,  Meagan Gilbert ,  Derek Kaschl

IPC: H04M3/51 ,  G09B5/02 ,  G10L15/18 ,  G10L15/183 ,  H04M3/42

CPC classification number: H04M3/5175 ,  G09B5/02 ,  G10L15/1815 ,  G10L15/183 ,  H04M3/42221 ,  H04M2201/405 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/403

Abstract: A computer-implemented method is provided for quantitative performance evaluation of a call agent. The method comprises converting an audio recording of a call between the call agent and a customer to a text-based transcript and identifying at least one topic for categorizing the transcript. The method also includes retrieving a set of criteria associated with the topic. Each criterion correlates to a set of predefined questions for interrogating the transcript to evaluate the performance of the call agent with respect to the corresponding criterion. Each question captures a sub-criterion under the corresponding criterion. The method further includes inputting the predefined questions and the transcript into a trained large language model to obtain scores for respective ones of the predefined questions. Each score measures a degree of satisfaction of the performance of the call agent during the call with respect to the sub-criterion captured by the corresponding predefined question.