公开(公告)号：US20220191326A1

公开(公告)日：2022-06-16

申请号：US17121791

申请日：2020-12-15

Applicant: NICE LTD.

Inventor： Anshu KUMAR ,  Salil DHAWAN ,  Somnath KARDAK

IPC: H04M3/51 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G10L15/30

Abstract: A computerized method for evaluating agent-call-logging, in a contact center, is provided herein. The method includes operating an evaluating agent-call-logging module. The operating of an evaluating agent-call-logging module includes: (i) receiving a recorded interaction between an agent and a customer, stored in the database of recorded interactions and a corresponding agent-call-logging, having ‘n’ sentences, stored in the database of call loggings; (ii) operating a speech-to-text algorithm on the received recorded interaction to yield a summarized text thereof. The yielded summarized text is comprised of sentences expressed by the customer; and (iii) operating a semantic comparison unit, to compare each sentence in the yielded summarized text with a corresponding sentence in the agent-call-logging, to yield a Sentence Similarity Score (SSS) for each sentence of the agent-call-logging.