Management system for using speech analytics to enhance contact center agent conformance

Patent metadata

Field	Value
Publication number	US-9692895-B1
Application number	US-201615239260-A
Country	US
Kind code	B1
Filing date	Aug 17, 2016
Priority date	Jul 24, 2013
Publication date	Jun 27, 2017
Grant date	Jun 27, 2017

Abstract

A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.

First claim

The invention claimed is:

1. A system for monitoring compliance by an agent of a contact center on a call involving a remote party comprising:
a processor configured to:
receive a first event notification from a speech analytics component indicating detection of a first keyword from a first keyword set comprising “bankruptcy”, “bankrupt”, “court”, “lawyer”, “attorney”, “law firm”, and “filed” in speech from the remote party associated with the call;
cause a first visual indication to be displayed on a computer used by the agent in response to receiving the first event notification informing the agent to inquire of a legal representative of the remote party;
start a timer after receipt of the first event notification; and
cause a second visual indication to be displayed on the computer used by the agent informing the agent of a non-compliant status condition in response to not receiving a second event notification from the speech analytics component prior to the expiry of the timer, wherein the second event notification indicates detection of a second keyword from a second keyword set in speech from the agent, wherein the second keyword is one or more from a group of “name”, “law firm”, “lawyer”, “attorney”, “court”, and “case”.

2. The system of claim 1 , wherein the processor is further configured to:
update a compliance score based on not receiving the second event notification prior to expiry of the timer.

3. The system of claim 1 , wherein the second visual indication comprises a numerical compliance score.

4. The system of claim 1 , wherein the processor is further configured to:
start a second timer after expiry of the timer; and
transmit a notification to a second computer used by a supervisor of the agent upon not receiving a third event notification from the speech analytics component prior to the expiry of the second timer, wherein the third event notification indicates detection of a third keyword from the second keyword set in speech from the agent.

5. The system of claim 1 , wherein the second visual indication further comprises an icon for playing a pre-recorded announcement to the remote party.

6. The system of claim 5 , wherein the pre-recorded announcement is recorded using a voice of the agent.

7. The system of claim 1 , wherein the processor is configured to execute a call processing logic script for an outbound call campaign, wherein the call is an outbound call of the outbound call campaign and originated to the remote party, and wherein the call processing logic script indicates application of the first keyword set and the second keyword set.

8. The system of claim 1 , wherein the processor is configured to pre-populate a disposition code for confirmation by the agent.

9. A computer-readable non-transitory medium storing instructions that when executed by a processor cause the processor to:
receive a first event notification from a speech analytics component indicating detection of a first keyword from a first keyword set comprising “bankruptcy”, “bankrupt”, “court”, “lawyer”, “attorney”, “law firm”, and “filed” in speech involving a remote party associated with a call;
cause a first visual indication to be transmitted to a computer used by an agent on the call for display to the agent in response to receiving the first event notification, wherein the first visual indication informs the agent to inquire of a legal representative of the remote party;
start a timer after receipt of the first event notification; and
cause a second visual indication to be transmitted to the computer for display to the agent, wherein the second visual indication informs the agent of a non-compliant status condition in response to not receiving a second event notification from the speech analytics component prior to the expiry of the timer, the second event notification indicating detection of a second keyword from a second keyword set in speech from the agent, wherein the second keyword is one or more from a group of “name”, “law firm”, “lawyer”, “attorney”, “court”, and “case”.

10. The non-transitory computer readable medium of claim 9 , wherein the instructions further cause the processor to:
update a compliance score based on not receiving the second event notification prior to expiry of the timer.

11. The non-transitory computer readable medium of claim 9 , wherein the second visual indication comprises a numerical compliance score.

12. The non-transitory computer readable medium of claim 9 , wherein the instructions further cause the processor to:
start a second timer after expiry of the timer; and
transmit a notification to a second computer used by a supervisor of the agent upon not receiving a third event notification from the speech analytics component prior to the expiry of the second timer, wherein the third event notification indicates detection of a third keyword from the second keyword set in speech from the agent.

13. The non-transitory computer readable medium of claim 9 , wherein the second visual indication further comprises an icon for playing a pre-recorded announcement to the remote party.

14. The non-transitory computer readable medium of claim 13 , wherein the pre-recorded announcement is recorded using a voice of the agent.

15. The non-transitory computer readable medium of claim 9 , wherein the call is an outbound call of the outbound call campaign and originated to the remote party, and wherein the call processing logic script indicates application of the first keyword set and the second keyword set.

16. The non-transitory computer readable medium of claim 9 , wherein the processor is further configured to:
pre-populate a disposition code for the call for confirmation by the agent.

17. A method for monitoring compliance by an agent of a contact center on a call involving a remote party comprising:
receiving a first event notification from a speech analytics component indicating detection of a first keyword from a first keyword set comprising “bankruptcy”, “bankrupt”, “court”, “lawyer”, “attorney”, “law firm”, and “filed” in speech involving the remote party associated with the call;
displaying a first visual indication by a computer used by the agent on the call in response to receiving the first event notification, wherein the first visual indication informs the agent to inquire of a legal representative of the remote party;
starting a timer after receipt of the first event notification; and
displaying a second visual indication by the computer, wherein the second visual indication informs the agent of a non-compliant status condition in response to not receiving a second event notification from the speech analytics component prior to the expiry of the timer, the second event notification indicating detection of a second keyword from a second keyword set in speech from the agent, wherein the second keyword is one or more from a group of “name”, “law firm”, “lawyer”, “attorney”, “court”, and “case”.

18. The method of claim 17 , further comprising:
starting a second timer after expiry of the timer; and
transmitting a notification to a second computer used by a supervisor of the agent upon not receiving a third event notification from the speech analytics component prior to the expiry of the second timer, wherein the third event notification indicates detection of a third keyword from the second keyword set in speech from the agent.

19. The method of claim 17 , further comprising:
updating a compliance score based on not receiving the second event notification prior to expiry of the timer.

Assignees

• Noble Systems Corp

Inventors

• Ouimette Jason P
• Blackwell Jennifer L
• Koster Karl H

Classifications

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• G10L2015/088

  Word spotting · CPC title

• H04M3/42221

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title