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:
Dec. 23, 2014
Filed:
Jun. 19, 2012
Vijay Dheap, Durham, NC (US);
Nicholas E. Poore, Durham, NC (US);
Lee M. Surprenant, Cary, NC (US);
Michael D. Whitley, Weddington, NC (US);
Vijay Dheap, Durham, NC (US);
Nicholas E. Poore, Durham, NC (US);
Lee M. Surprenant, Cary, NC (US);
Michael D. Whitley, Weddington, NC (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A method and system for enhancing problem resolution at a call center based on speech recognition of a caller includes, receiving an incoming call and generating call data based on speech recognition of the incoming call using a computer. The method generates and associates annotated metadata about the call data. A historical record is created which includes the call data and the annotated metadata. The historical record may be stored in a storage medium communicating with the computer. Context data is generated for the incoming call by analyzing the historical record to identify: a caller, a topic, a date and a stress level of the caller. The method compares the context data to historical records of previous calls. A topic probabilities analysis is conducted by comparing the context data to the historical records of previous calls, and a solution is determined for the topic based on the probabilities analysis.