Fmr Corp.

Derek Kaschl

Nirupam Sarkar

Bryan Dempsey

Jenson Joy

Saquib Ilahi

Abigail Parker

Murad Maayah

Meagan Gilbert

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

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Cary, NC, United States of America

Derek Kaschl