Invention Grant
US08837706B2 Computer-implemented system and method for providing coaching to agents in an automated call center environment based on user traits
有权
基于用户特征的计算机实现的系统和方法，用于在自动呼叫中心环境中为代理提供辅导
- Patent Title: Computer-implemented system and method for providing coaching to agents in an automated call center environment based on user traits
- Patent Title (中): 基于用户特征的计算机实现的系统和方法，用于在自动呼叫中心环境中为代理提供辅导
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Application No.: US13549249Application Date: 2012-07-13
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Publication No.: US08837706B2Publication Date: 2014-09-16
- Inventor: Gilad Odinak , Thomas Veatch
- Applicant: Gilad Odinak , Thomas Veatch
- Applicant Address: US WA Seattle
- Assignee: Intellisist, Inc.
- Current Assignee: Intellisist, Inc.
- Current Assignee Address: US WA Seattle
- Agent Patrick J. S. Inouye; Krista A. Wittman; Zhihua Han
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M1/64
Abstract:
A computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. A stage of persuasion of the caller is identified based on the identified traits in response to an offer provided by the agent. The caller is persuaded to accept the offer by providing guidance to the agent regarding further information about the offer for the user based on the stage of persuasion.
Public/Granted literature
Information query
