SYSTEM AND METHOD FOR VIDEO ANALYSIS

A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics ma...

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Bibliographic Details
Main Authors Walsh, Richard J, Ertel, II, David Allan
Format Patent
LanguageEnglish
Published 23.05.2019
Subjects
ACOUSTICS
ADVERTISING
APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND,DEAF OR MUTE
CALCULATING
COMPUTING
COUNTING
CRYPTOGRAPHY
DIAGRAMS
DISPLAY
EDUCATION
EDUCATIONAL OR DEMONSTRATION APPLIANCES
GLOBES
HANDLING RECORD CARRIERS
MUSICAL INSTRUMENTS
PHYSICS
PLANETARIA
PRESENTATION OF DATA
RECOGNITION OF DATA
RECORD CARRIERS
SEALS
SPEECH ANALYSIS OR SYNTHESIS
SPEECH OR AUDIO CODING OR DECODING
SPEECH OR VOICE PROCESSING
SPEECH RECOGNITION
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Summary:A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.
Bibliography:Application Number: US201916254653