Patent №
US 11,438,457
Granted
2022-09-06
Filed 2021
Owner
UNIPHORE SOFTWARE SYSTEMS, INC.
Lab
—
AI components
4
ml · nlp · speech · planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
17213156
A method and an apparatus for coaching call center agents is provided. The method includes analyzing a conversation of the agent with a first customer, determining a performance of the agent on at least one behavioral skill based on the analysis, generating automatically, a custom training package (CTP) based on the determined first performance, and sending the CTP for presentation on the agent device.
Machine learningNatural languageSpeechPlanningH04M 3/5175G06N 3/0475G06N 3/088G06N 20/00H04M 3/42221H04M 3/5191H04M 2203/401H04M 2203/403
AI classification
Natural language1.00
Planning1.00
Speech1.00
Machine learning0.97
AI hardware0.45
Knowledge representation0.06
Evolutionary computation0.01
Vision0.00
Ownership
UNIPHORE SOFTWARE SYSTEMS, INC.
assignment · 611840939
Assignors
CHALAPATHY, ASHWIN
On an employer assignment, the assignors are typically the inventors.
From the same owner
Method And Apparatus For Extracting Key Information From Conversational Voice DataUS 11,568,859 · 2023Method And Apparatus For Predicting Customer Satisfaction From A ConversationUS 11,553,085 · 2023METHOD AND APPARATUS FOR PREDICTING CUSTOMER BEHAVIORUS 11,297,183 · 2022SYSTEM AND METHOD FOR DYNAMIC SPEECH RECOGNITION SELECTION BASED ON SPEECH RATE OR BUSINESS DOMAINUS 11,087,766 · 2021ADAPTIVE VOICE AUTHENTICATION SYSTEM AND METHODUS 9,940,934 · 2018SYSTEM AND METHOD FOR IMPROVED AUDIO CONSISTENCYUS 9,691,392 · 2017