Contact Center Communication Verification Using Application Data
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Solution Overview
Problem
Current methods for monitoring and analyzing telephone communications in contact centers are inconsistent and subjective, lacking effective tools to break down communications into objects for classification and verification based on computer applications used by agents.
Innovation Solution
A computer program that analyzes telephonic communications by receiving voice and event data, translating voice data into text, classifying components, and comparing computer application data to verify the classification of communication objects, generating a graphical user interface for displaying and retrieving classified components, and storing correlation data.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual monitoring and analysis of telephone communications is used, then flexibility in evaluation is maintained, but consistency and objectivity deteriorate
Solution Approach 1:
The patent introduces computer application data as an intermediary objective indicator to verify the correctness of communication object classifications. The system compares automatically classified communication objects (e.g., identifying segments as 'greeting,' 'problem statement,' 'solution') against the actual computer applications the agent was using during those time periods, providing an objective basis for verification without requiring complex manual review of entire call recordings.
Solution Approach 2:
The patent replaces the mechanical/manual process of human reviewers subjectively evaluating and verifying communication classifications with an automated computational system. The system automatically extracts computer application data, timestamps activities, and compares them against communication object classifications, substituting human judgment with algorithmic verification based on objective digital evidence.
2Measurement precision
If detailed analysis of communication segments is performed, then classification accuracy is improved, but processing time increases
Solution Approach 1:
The patent performs preliminary action by capturing and timestamping computer application data during the actual communication in real-time, before any analysis or classification takes place. This pre-captured objective data is then readily available for rapid verification of communication object classifications, eliminating the need for time-consuming manual review of call recordings and enabling quick accuracy validation.
3Productivity
If automated classification of communication objects is implemented, then productivity is improved, but measurement precision deteriorates
Solution Approach 1:
The patent implements feedback by using computer application data to verify and validate the accuracy of automatically classified communication objects. The system compares the classified objects (e.g., identifying a segment as 'agent researching solution') against the actual applications the agent was using during that time, providing feedback on classification accuracy and enabling correction or refinement of the automated classification system.
Data Source
AI summary
A computer readable medium for controlling a computer is provided. The computer readable medium comprises a plurality of code segments for controlling a computer. A code segment receives a telephonic communication comprised of voice data and event data. A code segment receives computer application data comprising data associated with at least one computer application in use during the telephonic communication. A code segment analyzes the telephonic communication by translating the received voice data into a text format, the text format defining a plurality of components. At least one component of the text data and communication event data occurring during a time interval is classified into one of a plurality of object types, and the computer application data during the time interval is compared to the object type of the classified components.