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:
Oct. 08, 2024
Filed:
Apr. 04, 2024
Fmr Llc, Boston, MA (US);
Bryan Dempsey, Raleigh, NC (US);
Saquib Ilahi, Bellingham, MA (US);
Jenson Joy, North Attleboro, MA (US);
Nirupam Sarkar, Westford, MA (US);
Murad Maayah, Morrisville, NC (US);
Abigail Parker, Cary, NC (US);
Meagan Gilbert, Durham, NC (US);
Derek Kaschl, Cary, NC (US);
FMR LLC, Boston, MA (US);
Abstract
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.