Pryon Incorporated

Fmr Corp.

Bryan Dempsey

David Nahamoo

Vaibhava Goel

Igor Roditis Jablokov

Etienne Marcheret

Soonthorn Ativanichayaphong

Steven John Rennie

Marie Wenzel Meteer

Ellen Eide Kislal

John Pruitt

Joseph Allen Pruitt

Gregory Pelton

Nirupam Sarkar

Jenson Joy

Saquib Ilahi

Abigail Parker

Murad Maayah

Meagan Gilbert

Derek Kaschl

Lucas Siler

Neil Rohit Mallinar

Chui Sung

A computer-implemented method is provided for quantitative performance evaluation of a call agent. The method comprises converting an audio recording of a call between the call agent and a customer to a text-based transcript and identifying at least one topic for categorizing the transcript. The method also includes retrieving a set of criteria associated with the topic. Each criterion correlates to a set of predefined questions for interrogating the transcript to evaluate the performance of the call agent with respect to the corresponding criterion. Each question captures a sub-criterion under the corresponding criterion. The method further includes inputting the predefined questions and the transcript into a trained large language model to obtain scores for respective ones of the predefined questions. Each score measures a degree of satisfaction of the performance of the call agent during the call with respect to the sub-criterion captured by the corresponding predefined question.

Systems and methods for intelligent call agent evaluations

Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving a source document, applying one or more pre-processes to the source document to produce contextual information representative of the structure and content of the source document, and transforming the source document, based on the contextual information, to generate a question-and-answer searchable document.

Document pre-processing for question-and-answer searching

Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving, at a local device from a remote device, query data representative of a question relating to source content of a source document, and determining whether one or more pre-determined questions stored in a question-answer cache maintained at the local device matches the query data according to one or more matching criteria. The method further includes obtaining from the question-answer cache, in response to a determination that at least one of the pre-determined questions matches the query data received from the remote device, at least one answer data item, associated with at least one pre-determined question, corresponding to an answer to the question relating to the source content.

Systems and methods for question-and-answer searching using a cache

Growing community of inventors

Raleigh, NC, United States of America

Bryan Dempsey