At&t Intellectual Property I, L.p.

David J Smith

Bernard S Renger

Andrej Ljolje

Yeon-Jun Kim

I Dan Melamed

Srinivas Bangalore

A method of detecting pre-determined phrases to determine compliance quality of an agent includes determining a presence of a predetermined input based on a comparison between stored pre-determined phrases and a received communication, and determining a compliance rating of the agent based on a presence of a pre-determined phrase associated with the predetermined input in the communication.

Automatic disclosure detection

A method of detecting pre-determined phrases to determine compliance quality includes determining whether a precursor event has occurred based on a comparison between stored pre-determined phrases and a received communication, and determining a compliance rating based on a presence of a pre-determined phrase associated with the precursor event in the communication.

A method of detecting pre-determined phrases to determine compliance quality is provided. The method includes determining whether at least one of an event or a precursor event has occurred based on a comparison between pre-determined phrases and a communication between a sender and a recipient in a communications network, and rating the recipient based on the presence of the pre-determined phrases associated with the event or the presence of the pre-determined phrases associated with the precursor event in the communication.

A method of correlating received communication data with operational communication characteristics is provided. The method includes receiving audible input from a source in a communication over a communications network, recording the received audible input, and transcribing the recorded audible input into a transcript. The method further includes outputting the transcript, specifying features of the transcript to be analyzed, specifying and recording operational communication characteristics particular to the communication, analyzing the transcript for the specified features to identify patterns associated with the audible input, computing statistical correlations of the identified patterns with the operational communication characteristics, and outputting results of the computed statistical correlations on a user interface.

Correlated call analysis for identified patterns in call transcriptions

A method for monitoring edits to a template for responding to an incoming communication includes categorizing the incoming communication into a category associated with the template for a response to the incoming communication. The method also includes determining distances between the template and each of a set of responses based on the template, at a predetermined level of granularity. The method also includes coding the template in accordance with the determined distances and displaying the coded template. A method for extracting a new template based on responses to an existing template includes selecting factors that affect quantitative measures for preparing a response to the incoming communication. The method includes using a mathematical model of the factors to cluster a set of responses created based on the existing template into two clusters. The method further includes restricting a first cluster centroid to be the existing template and searching for a second cluster centroid for a second cluster.

Text edit tracker that categorizes communications, determines distances between templates, codes templates in color, and uses a morphing score based on edits

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Milington, NJ, United States of America

David J Smith