Abstract
News editors obtained the following quote from the background information suppli ed by the inventors: “ “Field “The disclosure herein relates to tools enabled by machine learning to perform i nteraction analysis and summarization, agent training and chat analytics to prov ide automated coaching enhancement via robotic training, and more particularly, robot-enabled training delivery to a human customer service agent, automated coa ching and meeting analytics, and an employee engagement, retention, churn, and p rediction platform. “Description of the Related Art “Previously, interaction data from calls, chats, messages, video conferences, me etings, and the like, which may include real time interactions or past interacti ons, was analyzed using word, phrase, and pattern recognition which could be cum bersome and required that words, phrases, and patterns explicitly appear on a li st. In the case of recorded interactions, the data may involve thousands of hour s of audio calls, millions of words of text from chats, transcripts, and the like.
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