Company Filing History:
Years Active: 2022-2023
Title: Mark Finlay: Innovator in Real-Time Agent Assistance
Introduction
Mark Finlay is an accomplished inventor based in Atlanta, GA (US). He has made significant contributions to the field of real-time agent assistance technology. With a total of 3 patents to his name, Finlay is recognized for his innovative approaches to enhancing customer-agent interactions.
Latest Patents
One of Finlay's latest patents focuses on real-time agent assistance using automatic speech recognition and behavioral metrics. This method involves receiving a call interaction between a customer and an agent, identifying words spoken during the interaction, and providing these words to a behavioral models module. The process includes computing scores for various behavioral metrics and utilizing these scores to select relevant knowledge articles. The selected knowledge articles are then visually represented and presented in real-time on a graphical user interface, significantly improving the efficiency of customer service interactions.
Career Highlights
Finlay has built a career centered around developing technologies that streamline communication processes. His work at Nice Ltd. has positioned him as a key player in the advancement of customer service solutions. His innovative methods have not only improved agent performance but have also enhanced customer satisfaction.
Collaborations
Throughout his career, Finlay has collaborated with notable colleagues, including Gordon Scott Edwards and Jon Augustus Arrowood. These partnerships have fostered a creative environment that encourages the development of cutting-edge technologies.
Conclusion
Mark Finlay's contributions to real-time agent assistance technology exemplify his commitment to innovation. His patents and collaborative efforts continue to shape the future of customer service interactions.