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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.:

US 11227250 B1

PDFFull Text
Date of Patent:
Jan. 18, 2022

Filed:

Jun. 26, 2019

Rating customer representatives based on past chat transcripts

Applicant:

International Business Machines Corporation, Armonk, NY (US);

Inventors:

Steven Ware Jones, Astoria, NY (US);

Arjun Jauhari, Jersey City, NJ (US);

Jennifer A. Mallette, Vienna, VA (US);

Vivek Salve, Poughkeepsie, NY (US);

Assignee:

INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);

Attorney:

Alexis N. Hatzis

Primary Examiner:

William S Brockington, Iii

Int. Cl.
CPC ...
G06Q 10/00 (2012.01); G06Q 10/06 (2012.01); H04M 3/42 (2006.01); H04M 3/523 (2006.01); H04M 3/53 (2006.01); H04M 3/22 (2006.01); H04M 3/51 (2006.01);
U.S. Cl.
CPC ...
G06Q 10/06398 (2013.01); G06Q 10/063 (2013.01); H04M 3/2227 (2013.01); H04M 3/42382 (2013.01); H04M 3/5175 (2013.01); H04M 3/5232 (2013.01); H04M 3/5322 (2013.01);
Abstract

A method, computer system, and a computer program product for customer representative ratings is provided. The present invention may include receiving a chat transcript with one or more tagged triplets and one or more multi-dimensional success vectors. The present invention may include aggregating the one or more multi-dimensional success vectors. The present invention may include receiving at least one business priority. The present invention may include applying at least one filter to the one or more multi-dimensional success vectors. The present invention may include normalizing the one or more multi-dimensional success vectors based on the at least one applied filter. The present invention may include obtaining a rating.

Find Patent Forward Citations

Jones, Steven. (2022). Rating customer representatives based on past chat transcripts (U.S. Patent No. 11227250). U.S. Patent and Trademark Office. https://idiyas.com/patent/badge/11227250

Data source: USPTO (United States Patent and Trademark Office) public patent records. Weekly synchronization. How IDiyas builds this profile

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