首页|Patent Issued for System and method for identifying compliance statements from c ontextual indicators in content (USPTO 11924379)
Patent Issued for System and method for identifying compliance statements from c ontextual indicators in content (USPTO 11924379)
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The following quote was obtained by the news editors from the background informa tion supplied by the inventors: 'Evaluating contact center agents can be a chall enging task for a supervisor to accomplish because the repetitive nature of the work may make it difficult to recognize training issues as they arise. In instan ces where the evaluation process is performed manually by the supervisor it can be difficult for the supervisor to process the high volume of calls a single age nt may be involved with, let alone recognize discrepancies that exist in a small subset of the total call volume across all agents. The primary concern is that an agent can have multiple high-performing interactions with customers that obsc ure inconsistent errors on high priority items which must be included during the interaction, such as an agent meeting compliance requirements. During the manua l review process, it is very difficult for the supervisor to review and identify within each piece of content instances where a compliance statement should have been included by the agent. If left uncorrected, the absence of a compliance st atement could have lasting ramifications for the customer as well as the enterpr ise employing the contact center and the agent.
BusinessCalabrio Inc.CyborgsEmergi ng TechnologiesMachine Learning
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