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. 02, 2013
Filed:
Jul. 16, 2010
Gordon Edwards, Stockbridge, GA (US);
John Willcutts, Marietta, GA (US);
Jon W. Ezrine, Milton, GA (US);
Marsal Gavalda, Sandy Springs, GA (US);
Gordon Edwards, Stockbridge, GA (US);
John Willcutts, Marietta, GA (US);
Jon W. Ezrine, Milton, GA (US);
Marsal Gavalda, Sandy Springs, GA (US);
Nexidia Inc., Atlanta, GA (US);
Abstract
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.