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:
May. 02, 2023
Filed:
Jul. 29, 2020
Dell Products L. P., Round Rock, TX (US);
Karthik Ranganathan, Round Rock, TX (US);
Sathish Kumar Bikumala, Round Rock, TX (US);
David Thomas Kirkpatrick, Cedar Park, TX (US);
Tejas Naren Tennur Narayanan, Austin, TX (US);
Shalu Singh, Austin, TX (US);
Amit Sawhney, Round Rock, TX (US);
Dell Products L.P., Round Rock, TX (US);
Abstract
Systems and methods for assessing the skills of a customer support agent using one or more Artificial Intelligence/Machine Learning (AI/ML) models are disclosed. In at least one embodiment, one or more benchmarks against which the performance of the customer support agent is to be measured are established. The one or more benchmarks may be derived through direct and/or indirect analysis of historical customer service data by an AI/ML benchmark model. In at least one embodiment, data relating to performance of the customer support agent during a customer call is monitored. In at least one embodiment, the AI/ML benchmark model is used to determine one or more benchmark scores identifying whether the customer support agent is meeting the one or more benchmarks.