Fmr Corp.

Jenson Joy

Nirupam Sarkar

Bryan Dempsey

Eoghan Considine

Seemanthini Jois

Eamonn Fox

Shane Tully

Saquib Ilahi

Rosaleen Gilligan

Abigail Parker

Murad Maayah

Aidan Fogarty

Meagan Gilbert

Luella Gergen Wong

Derek Kaschl

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

Systems and methods are described herein for identifying diminished capacity of a voice call participant based on audio data analysis. A server generates an audio image based on an audio file comprising speech data corresponding to a first user on a voice call. The server determines a diminished capacity score based on one or more characteristics of the audio image analyzed using a deep learning classification model. The server applies a security protocol to an account associated with the first user when the diminished capacity score is at or above a threshold value. The server receives a transaction request corresponding to the account from the first user. The server processes the transaction request based on the security protocol applied to the account.

Systems and methods for identifying diminished capacity of a voice call participant based on audio data analysis

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North Attleboro, MA, United States of America

Jenson Joy