System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time

Patent metadata

Field	Value
Publication number	US-9124697-B2
Application number	US-201313888318-A
Country	US
Kind code	B2
Filing date	May 6, 2013
Priority date	Jul 13, 2009
Publication date	Sep 1, 2015
Grant date	Sep 1, 2015

Abstract

A computerized system for advising one communicant in electronic communication between two or more communicants has apparatus monitoring and recording interaction between the communicants, software executing from a machine-readable medium and providing analytics, the software functions including rendering speech into text, and analyzing the rendered text for topics, performing communicant verification, and detecting changes in communicant emotion. Advice is offered to the one communicant during the interaction, based on results of the analytics.

First claim

What is claimed is:

1. An apparatus for managing interactions for a contact center, comprising:
a processor; and
a memory coupled to the processor and storing instructions that, when executed by the processor, cause the processor to:
analyze a real-time communication with a customer;
detect a topic or an emotional state of the customer or contact center agent based on the analyzed communication;
provide on a graphical user interface accessible to a supervisor of the contact…

Assignees

• Genesys Telecomm Lab Inc

Inventors

• Scott Mark
• Barnett Jim

Classifications

• H04M3/5175 Primary

  Electricity · mapped topic

• H04M3/42221

  Electricity · mapped topic

• G10L17/26

  Physics · mapped topic

• H04M2201/40

  Electricity · mapped topic

• H04M2203/401

  Electricity · mapped topic