Derek Kaschl

Title: The Innovative Mind of Derek Kaschl

Introduction

Derek Kaschl is a notable inventor based in Cary, NC (US). He has made significant contributions to the field of technology, particularly in the area of call agent evaluations. His innovative approach combines audio processing with advanced evaluation techniques to enhance customer service interactions.

Latest Patents

Derek holds a patent for "Systems and methods for intelligent call agent evaluations." This computer-implemented method provides a quantitative performance evaluation of a call agent. The process involves converting an audio recording of a call between the call agent and a customer into a text-based transcript. It identifies topics for categorizing the transcript and retrieves a set of criteria associated with those topics. Each criterion correlates to predefined questions that interrogate the transcript to evaluate the call agent's performance. The method utilizes a trained large language model to obtain scores for the predefined questions, measuring the degree of satisfaction with the call agent's performance.

Career Highlights

Derek's career is marked by his dedication to improving customer service through technology. His work at Fmr Corp. has allowed him to collaborate with talented individuals in the field. His innovative patent reflects his commitment to enhancing the efficiency and effectiveness of call centers.

Collaborations

Derek has worked alongside colleagues such as Bryan Dempsey and Saquib Ilahi. Their collaborative efforts have contributed to the development of advanced technologies in the industry.

Conclusion

Derek Kaschl's contributions to the field of intelligent call agent evaluations demonstrate his innovative spirit and commitment to improving customer service. His patent showcases the potential of technology to transform traditional practices in call centers.