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:
Jul. 13, 2021
Filed:
May. 15, 2019
Applicant:
West Corporation, Omaha, NE (US);
Inventor:
Mayank Sawala, Omaha, NE (US);
Assignee:
West Corporation, Omaha, NE (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/51 (2006.01); G10L 25/63 (2013.01); G10L 15/26 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); G10L 15/26 (2013.01); G10L 25/63 (2013.01); H04M 3/5183 (2013.01);
Abstract
In a call center, voice recordings of calls with callers can be analyzed to determine an emotional state metric, e.g. based on the pitch, volume, etc. of the voice sample waveform. A sentiment metric can be determined from words spoken in the sample. The emotional state metric and the sentiment metric may be combined to generate a caller state metric. The caller state metric may trigger subsequent actions, such as transferring calls to call agents or supervisors, and identifying points within voice scripts that can be improved.