LANGUAGE AND STYLE-FOCUSED CALL EVALUATION SYSTEM

Abstract

This invention relates to a system (1) that enables the instantaneous and automatic evaluation of the communication performance of customer agents in a call center.

Description

1 TARIFF LANGUAGE AND STYLE-FOCUSED CALL EVALUATION SYSTEM Technical Area This invention provides real-time updates on the communication performance of customer service representatives in call centers. and it relates to a system that enables automatic evaluation. Previous Technique Today, voice communication overcomes complex problems due to its convenience and efficiency. Call centers are still used as the main communication channel for resolving issues. fast by being used by large platforms and institutions providing services. It provides efficiency through responses. However, with current semantic recognition models... There are slowdowns in meaning recognition processes in unstructured language, and 15 There is a loss of efficiency. This necessitates faster response times in call centers. a new unstructured language parsing system with delivery efficiency It reveals the need that is felt. Therefore, considering the studies and shortcomings in the current technology, 20 when this is taken into account, customer representatives should adhere to language, style, and protocol criteria. a system that provides AI-powered evaluation that analyzes its performance It is understood that it is needed. Chinese patent no. CN116828113A, which is included in the prior art, 25 The invention described in the document is unstructured language analysis for a call center. It describes the system. The system consists of a feature creation module, environment recognition. module, word type recognition module, word type insertion module, semantic recognition It consists of a communication audio output module and a voice output module. The method obtains audio from communication. Creating a medium feature library with the collected data, 30 of the analyzed words After undergoing advanced processing, the missing feature words are words 2 It includes completing it according to its type. Then, the identified missing feature. The completed text created using these words corresponds to the relevant semantic recognition model. This method is used in comparison to the direct input of phonological information into the semantic model. It loads the model less, determines user intent faster, and provides a more responsive sound. It produces quickly. 5 Brief Description of the Invention The purpose of this invention is to ensure that customer representatives use correct Turkish, with appropriate intonation, 10 multiple aspects of adhering to protocol and etiquette rules in customer interaction a system that enables the automatic evaluation of performance based on criteria The goal is to implement the system. Detailed Description of the Invention The "Language and Style Focused Call" was conducted to achieve the purpose of this meeting. The "Evaluation System" is shown in the attached document; Figure 1 shows a schematic view of the system that is the subject of the invention. The parts shown in the figure are individually numbered, and the corresponding numbers correspond to these numbers. given below: 1. System 2. Database 25 3. Server Real-time and automated analysis of customer service representatives' communication performance in call centers. The system in question, which enables the evaluation of the invention (1); 3 - Customer service representative speech data, evaluation criteria, intonation and language analysis. the results, keeping records of performance scoring data at least one database configured to provide (2) and, - rules specific to the structure of the language taken from the database (2), emphasis, foreign Natural language processing algorithms and 5 analyze words and ambiguous sentence usage. Prioritizing according to criteria determined by evaluating through grammatical analysis, By analyzing text and voice during the call, time management, empathy, and courtesy are demonstrated. Transcribing voice calls into text by evaluating intonation and general stylistic criteria. transform, provide instant feedback during the interview and the interview to create reports based on subsequent evaluations 10 It includes at least one configured server (3). The database (2) in the system (1) which is the subject of the invention, any communication protocol to communicate with the server (3) and exchange data using It is being configured. The database (2) is managed by the server (3) 15 is structured. The database (2) contains the audio and video of customer service representative conversations. text recordings, language and intonation usage, according to evaluation criteria. Performance scores are user-approved and referenced achievements. to ensure that data related to the criteria are kept on record is being structured. The database (2) user, customer representative performance 20 to provide feedback on the data and enable it to update the criteria, at least It is structured to provide an interface. The server (3) in the system (1) which is the subject of the invention, uses any communication protocol 25 to communicate with the database (2) and exchange data using It is structured in such a way. The server (3) uses the rules specific to the structure of the language, highlighting, foreign words, parasitic sounds, and the use of ambiguous sentences, predetermined by assigning weights according to evaluation criteria and through grammatical analyses. It is structured to prioritize by measuring. Server (3) data (2) general 30 in the form of time management, empathy, politeness, tone of voice taken from the base The style measurement criteria assess whether the text and its context are appropriate for user interaction. 4 It is configured to evaluate by performing voice analysis. The server (3) receives the call, using speech-to-text (STT) technology translating the calls into text and analyzing the resulting text with a natural language processing algorithm. It is configured to do so. Server (3) customer relationship management (Customer Relationship Management (CRM) with voice and text-based analytics in Turkish. 5 It is configured to enable the following. Server (3) text-based analysis grammar and syntax checks using natural language processing algorithms It is structured to provide the host (3), the tones of emotion in the speech classifying communication as positive, negative, or neutral, and whether it's empathetic or courteous. It is structured to determine its indicators. Server (3), foreign 10 Named Entity (NOT) recognition is used to enable word detection. Keywords and phrases using Recognition (NER) technology. It is configured to determine the sound waveform by analyzing the server (3). tone, pitch, speech rate, and pause durations with emotion perception models to evaluate and determine if the tone of voice is consistent with the expected neutral or friendly tone. 15 By determining that it is absent, drawing conclusions from the analysis in cases of lack of empathy. It is structured accordingly. The server (3) displays the measurement results, general style measurement natural language processing algorithms and machine learning according to evaluation criteria By scoring them using various methods, we can generate an overall summary of the call and identify areas for improvement. It is structured to detail the areas. Server (3) customer representative 20 To provide instant feedback during the interaction between the user and the program. reports based on evaluations and analyses conducted after the meeting, client It is structured to be presented to its representative and relevant units. Industrial Application of the Invention 25 The system in question (1) processes customer representatives’ conversations using natural language processing, voice By automatically evaluating using analytics and artificial intelligence technologies, it determines the correct language. We analyze the usage, appropriate tone, and effective communication performance in detail. by submitting reports, quality control of call center operations and 30 while improving performance management, service quality and customer satisfaction It enables a significant increase. Around these fundamental concepts, the meeting's theme is "A Call Focused on Language and Style." Developing a wide variety of applications related to the Evaluation System (1) 5 It is possible, and the invention is not limited to the examples described here, but is essentially As stated in the requests.

Claims

6 REQUESTS 1. Real-time and effective communication performance of customer service representatives in the call center. enables automatic evaluation; - customer service representative speech data, evaluation criteria, tone, and 5 Language analysis results and performance scoring data are on record. containing at least one database (2) structured to ensure its retention, - rules specific to the structure of the language taken from the database (2), emphasis, foreign Natural language processing algorithms and the use of words and ambiguous sentences Based on criteria determined by evaluating through grammatical analysis, 10 prioritize, time by performing text and voice analysis during the call. management, empathy, courtesy and tone, and general style criteria by evaluating and transcribing voice calls into text, in real-time during the conversation. to provide feedback and evaluations made after the interview 15 with at least one server (3) configured to generate reports based on a characterized system (1).

2. Communicate with the server (3) using any communication protocol. and the database (2) which is structured to carry out data exchange. A system like the one in Claim 1, characterized (1). 20 3. Database (2) configured to be managed by the server (3) A system like the one in Claim 1 or 2, characterized (1).

4. Audio and text recordings of customer service representatives' conversations, language and tone 25 usage, performance scores according to evaluation criteria, user Recording of data relating to success criteria approved and referenced by with the database structured to ensure that it is kept under (2) a system like any of the above characterized claims (1). 30 7 5. The user provides feedback on customer service representative performance data. and to provide at least an interface to enable it to update its criteria from the above requests characterized by the structured database (2) a system like any other (1).

6. Communicate with the database (2) using any communication protocol. with the server (3) configured to establish and exchange data a system like any of the above characterized claims (1).

7. Rules specific to the structure of the language, emphasis, foreign words, paradoxical sounds. and the use of vague sentences, according to predetermined evaluation criteria. by assigning weights accordingly and measuring with grammatical analyses characterized by the server (3) configured to prioritize a system like any of the above requests (1). 15 8. Time management, empathy, politeness, tone of voice (2) retrieved from the database General style measurement criteria such as these, appropriate in user interaction to evaluate whether it exists by performing text and voice analysis 20 of the above requests characterized by the configured server (3) a system like any other (1).

9. Intercept the call using speech-to-text technology. translating the calls into text and processing the resulting text using a natural language processing algorithm 25 characterized by the server (3) configured to analyze with a system like any of the above requests (1).

10. Customer relationship management with voice and text-based analytics in Turkish. characterized by the server (3) configured to enable this to be done a system like any of the above requests (1). 30 8 11. Grammar analysis using natural language processing algorithms in text-based analysis and the server (3) configured to provide syntax checks a system like any of the above characterized claims (1).

12. Determine the emotional tone in your speech as positive, negative, or neutral. to classify and identify indicators of empathy or politeness in communication from the above requests characterized by the server (3) configured for a system like any other (1).

13. To enable the detection of foreign words, noun entity recognition is used. using technology to identify keywords and phrases from the above requests characterized by the configured server (3) a system like any other (1).

14. Analyzing sound waveforms to determine tone, pitch, speech rate, and pauses. evaluating their durations with emotion perception models and tone of voice by determining whether it is compatible with the expected neutral or friendly tone, structured to draw analysis conclusions in cases of lack of empathy 20 in any of the above requests characterized by server (3). such a system (1).

15. Evaluate the measurement results according to general style measurement criteria. By scoring using language processing algorithms and machine learning methods, Generate a general summary for the call and identify areas that need correction. 25 Characterized by the server (3) configured to detail a system like any of the above requests (1).

16. Instantaneous interaction during the conversation between the customer representative and the user. providing feedback, post-interview evaluation and 30 Presenting reports based on analyses to customer representatives and relevant departments. 9 from the above requests characterized by the server (3) configured for a system like any other (1). 10 20 30