Methods and systems for automatically recognizing actions in a call center environment using video data

• Main Authors: Yao, Jinhui, Kulkarni, Rakesh S, Gross, Eric Michael, Wu, Wencheng, Mongeon, Michael C
• Format: Patent
• Language: English
• Published: 31.07.2018
• Subjects: ACOUSTICS; CALCULATING; COMPUTING; COUNTING; ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; HANDLING RECORD CARRIERS; MUSICAL INSTRUMENTS; PHYSICS; PRESENTATION OF DATA; RECOGNITION OF DATA; RECORD CARRIERS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION; TELEPHONIC COMMUNICATION

A system for recognizing processes performed by a call center agent during a session may receive input data from a screen recording system that includes a video signal representing a plurality of frames from a time-series video recording or video stream of a desktop of a user electronic device. The...