Automated Interaction Evaluation Using Signal Combination Operators

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Solution Overview

Problem

Conventional quality assurance processes for call center agents are manual, laborious, and subjective, making them time-consuming and prone to inconsistencies.

Innovation Solution

An automated system that detects and combines signals from recorded interactions using predefined operators, allowing for the programmatic evaluation of event criteria to assess agent performance.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of manufacture

If manual quality assurance review is performed, then evaluation can be conducted with simple tools, but the process becomes time-consuming and laborious

Engineering Contradiction:

Improvesimplicity of evaluation toolsVSAvoidreview time

Core Design Contradiction:

Ease of manufactureVSLoss of time

Solution Approach 1:

The patent replaces the manual mechanical review process with an automated computer-based system that uses speech-to-text conversion, keyword detection, and signal processing to evaluate recorded interactions, thereby eliminating the time-consuming manual review while maintaining evaluation capability

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables automated self-evaluation of recorded interactions by automatically detecting signals, combining them according to predefined operators, and generating quality assurance assessments without requiring human reviewers to manually analyze each recording

Inventive Principle:

Principle #25Self-service

2Ease of manufacture

If manual quality assurance review is performed, then evaluation can be conducted with basic forms, but the process becomes subjective and inconsistent

Engineering Contradiction:

Improvesimplicity of evaluation processVSAvoidconsistency of evaluation

Core Design Contradiction:

Ease of manufactureVSReliability

Solution Approach 1:

The patent replaces subjective human judgment with an automated computer-based evaluation system that applies predefined operators and algorithms consistently to all recorded interactions, eliminating reviewer bias and ensuring reliable, consistent assessments across different evaluations

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system provides automated feedback through structured evaluation forms with categorical answers, allowing for consistent measurement and comparison of agent performance across multiple interactions while maintaining objectivity through algorithmic signal combination

Inventive Principle:

Principle #23Feedback

3Productivity

If automated signal detection is implemented, then evaluation efficiency is improved, but system complexity increases

Engineering Contradiction:

Improveevaluation efficiencyVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent segments the complex evaluation process into distinct automated components: speech-to-text conversion, individual signal detection, signal combination using predefined operators, and criterion evaluation. This modular segmentation manages system complexity by breaking down the automated evaluation into manageable, independent modules that can be processed sequentially

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS12333473B2Automatic evaluation of recorded interactions

Publication Date: 2025.06.17 OBSERVE AI INC

AI summary

Automatic evaluation of recorded interactions is disclosed, including: detecting a plurality of signals in an interaction; combining at least a subset of the plurality of signals using a prescribed set of operators into a combined signal; and determining whether an event criterion has been met with respect to the interaction based at least in part on the combined signal.