System and method for call center agent quality assurance using biometric detection technologies

A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer progr...

Full description

Saved in:
Bibliographic Details
Main Authors AGAPI CIPRIAN, MANDALIA BAIJU D, MANSEY PRADEEP P
Format Patent
LanguageEnglish
Published 18.02.2014
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
Online AccessGet full text

Cover

Abstract A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.
AbstractList A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.
Author AGAPI CIPRIAN
MANSEY PRADEEP P
MANDALIA BAIJU D
Author_xml – fullname: AGAPI CIPRIAN
– fullname: MANDALIA BAIJU D
– fullname: MANSEY PRADEEP P
BookMark eNqNzTsSwjAMRVEXUPDbgzZAQ_i2MDD0gToIW0k840jBVorsHhcsgOo0982bmwkL08y8yjEpdYDsoCNtxUEtESyGAJZYKQI2WfgMGLyOgCkNEdkSDMlzA28veRe9BUdKVr0wZFuWII2ntDTTGkOi1c-Fgdv1cbmvqZeKUo_5hbR6lsf9bnsqDudN8UfyBdCzP4w
ContentType Patent
DBID EVB
DatabaseName esp@cenet
DatabaseTitleList
Database_xml – sequence: 1
  dbid: EVB
  name: esp@cenet
  url: http://worldwide.espacenet.com/singleLineSearch?locale=en_EP
  sourceTypes: Open Access Repository
DeliveryMethod fulltext_linktorsrc
Discipline Medicine
Chemistry
Sciences
ExternalDocumentID US8654937B2
GroupedDBID EVB
ID FETCH-epo_espacenet_US8654937B23
IEDL.DBID EVB
IngestDate Fri Jul 19 13:59:21 EDT 2024
IsOpenAccess true
IsPeerReviewed false
IsScholarly false
Language English
LinkModel DirectLink
MergedId FETCHMERGED-epo_espacenet_US8654937B23
Notes Application Number: US20050291064
OpenAccessLink https://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20140218&DB=EPODOC&CC=US&NR=8654937B2
ParticipantIDs epo_espacenet_US8654937B2
PublicationCentury 2000
PublicationDate 20140218
PublicationDateYYYYMMDD 2014-02-18
PublicationDate_xml – month: 02
  year: 2014
  text: 20140218
  day: 18
PublicationDecade 2010
PublicationYear 2014
RelatedCompanies INTERNATIONAL BUSINESS MACHINES CORPORATION
AGAPI CIPRIAN
MANSEY PRADEEP P
MANDALIA BAIJU D
RelatedCompanies_xml – name: INTERNATIONAL BUSINESS MACHINES CORPORATION
– name: MANDALIA BAIJU D
– name: AGAPI CIPRIAN
– name: MANSEY PRADEEP P
Score 2.930609
Snippet A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present...
SourceID epo
SourceType Open Access Repository
SubjectTerms ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
Title System and method for call center agent quality assurance using biometric detection technologies
URI https://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20140218&DB=EPODOC&locale=&CC=US&NR=8654937B2
hasFullText 1
inHoldings 1
isFullTextHit
isPrint
link http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwfV1NS8NAEB1KFfWmVbF-MQfJLdiYTRoPQUjSUoR-YBvprabpVAqSljZF_PfObJvqRW8hgSUZmJ15m_feANzVrJS8qWObEy7HpiJlmYkwc8iZug8e1dzUFqFwu-O2YvU8dIYlmBVaGO0T-qnNETmjUs73XO_Xi59DrEhzK1f34xnfmj81B35kbNExowUuWUYU-I1eN-qGRhj6cd_ovPiey0DIrge8W-9JFy02-43XQEQpi98VpXkM-z1eLMtPoERZBQ7DYvBaBQ7a2__dfLlNvdUpvG28xZGRP27GPiP3m8gh_kBhWNISE5FJ4UYm-YXcFa9lagahcNvfUQvtxY8fJ5RrAlaGeXGwznj5DLDZGIQtk191tAvLKO7vPso-h3I2z-gC0KbkMVFUT61JopSdesryxqnriHVZnSipQvXPZS7_eXYFRxJfISxb3jWU8-Wabrge5-NbHclvFaWSfw
link.rule.ids 230,309,786,891,25594,76904
linkProvider European Patent Office
linkToHtml http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwfV1NT8JAEJ0QNOJNUSN-zsH01kjt9sNDY0ILQeUrAoYblnYwJKYQKDH-e2e3Bb3orWmTTXeS2dm3-94bgJuqEZE7tUw95nKsCxKGHkpmDllT-86lqh2ZUijc7tjNoXgaWaMCzDZaGOUT-qnMETmjIs73VK3Xi59DrEBxK1e3kxm_mj80Bl6g5eiY0QKXLC2oefVeN-j6mu97w77WefFcm4GQ6dR4td5xGBFKm_36a02KUha_K0rjAHZ7PFiSHkKBkjKU_E3jtTLstfP7bn7MU291BG-Ztzgy8ses7TPyfhM5xB8oGZa0xFDKpDCTSX4h74rXsmsGoeS2v6MS2ks_fowpVQSsBNPNwTrj5WPARn3gN3X-1fE2LONhfzsp8wSKyTyhU0CTwvtQkBMZcSiEGbnCcCeRbUnrMocorEDlz2HO_vl2DaXmoN0atx47z-ewL2MtycuGewHFdLmmS67N6eRKRfUbFiOVag
openUrl ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Apatent&rft.title=System+and+method+for+call+center+agent+quality+assurance+using+biometric+detection+technologies&rft.inventor=AGAPI+CIPRIAN&rft.inventor=MANDALIA+BAIJU+D&rft.inventor=MANSEY+PRADEEP+P&rft.date=2014-02-18&rft.externalDBID=B2&rft.externalDocID=US8654937B2