The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 20, 2021
Filed:
Sep. 04, 2015
International Business Machines Corporation, Armonk, NY (US);
Eli M. Dow, Wappingers Falls, NY (US);
Erin M. Farr, Fishkill, NY (US);
Michael E. Gildein, II, Wappingers Falls, NY (US);
Moses J. Vaughan, Mahwah, NJ (US);
INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);
Abstract
Embodiments include method, systems and computer program products for performing summarization of a recording based on biometric and business process data. Aspects include receiving a recording of a customer service representative performing a task, receiving a biometric data from a sensor configured to monitor the customer service representative during the performance of the task and obtaining a business process data relating to one or more of the task and the customer service representative. Aspects also include identifying one or more portions of interest from the recording based on one or more of the biometric data and the business process data and compiling the one or more portions of interest into a summarization of the task.