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:
Feb. 04, 2014
Filed:
Apr. 23, 2009
Roy J. Byrd, Ossining, NY (US);
Stephen Carl Gates, Redding, CT (US);
Mary S. Neff, Montrose, NY (US);
Youngja Park, Edgewater, NJ (US);
Wilfried Teiken, White Plains, NY (US);
Roy J. Byrd, Ossining, NY (US);
Stephen Carl Gates, Redding, CT (US);
Mary S. Neff, Montrose, NY (US);
Youngja Park, Edgewater, NJ (US);
Wilfried Teiken, White Plains, NY (US);
Nuance Communications, Inc., Burlington, MA (US);
Abstract
A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system uses a pipeline comprising audio capture of a telephone conversation, automatic speech transcription, text normalization, transcript generation and candidate call log generation based on Real-time and Global Models. The contact center agent edits the candidate call log to create the final call log. The models are updated based on analysis of user feedback in the form of the editing of the candidate call log done by the contact center agents or supervisors. The pipeline yields a candidate call log which the agents can edit in less time than it would take them to generate a call log manually.