Meagan Gilbert

Title: Meagan Gilbert: Innovator in Intelligent Call Agent Evaluations

Introduction

Meagan Gilbert is a notable inventor based in Durham, NC (US). He has made significant contributions to the field of technology, particularly in the area of call agent performance evaluation. His innovative approach combines audio processing and artificial intelligence to enhance customer service interactions.

Latest Patents

Meagan Gilbert 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

Meagan Gilbert's career is marked by his dedication to improving customer service through technology. His innovative patent reflects his commitment to enhancing the efficiency and effectiveness of call agents. He works at Fmr Corp., where he continues to develop solutions that bridge the gap between technology and customer interaction.

Collaborations

Meagan collaborates with talented individuals such as Bryan Dempsey and Saquib Ilahi. Their combined expertise contributes to the advancement of innovative solutions in their field.

Conclusion

Meagan Gilbert is a pioneering inventor whose work in intelligent call agent evaluations showcases the intersection of technology and customer service. His contributions are paving the way for more effective communication strategies in the industry.