Talkdesk, Inc.

Ben Rigby

Jason Fama

Rui Palma

Filipe Plàcido

Kathy Krucek

Joao Salgado

Nuno Eufrasio

Pedro Andrade

A method and system for automatically executing an action within a call center environment. Data is aggregated from multiple data sources into a combined data stream. One of the data sources is a source of data corresponding to at least one communication processed by the call center one of the data sources can be a source of external data representing activity that is external to the call center. The combined data stream is processed into successive batches of data corresponding to one or more communications between a call center agent and a communicating party received by the call center. A sensor data structure specifying at least one rule is applied to the batches of data. The at least one rule can include a machine learning model and a configuration data structure based on historical data from the multiple data sources. When it is determined that at least one of the batches satisfies the at least one rule, a notification message relating to the one or more communications is generated. The call center executes an action specified by the sensor data structure based on the notification message. The action can address a situation corresponding the at least one communication. The actions can be various actions such as notifying a specified party, generating an API call, or the like.

Method and apparatus for automatically taking action based on the content of call center communications

Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center&#x2014;resulting in more confidence in the AI model over time.

Method and apparatus for automated quality management of communication records

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San Francisco, CA, United States of America

Ben Rigby