Voice Interaction Analytics With Real-Time Agent Feedback
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing data-communication systems lack effective methods to analyze customer interaction metrics from digital voice data, such as tone and sentiment, to improve customer service outcomes and agent performance.
Innovation Solution
A data-communication server system that captures and analyzes digital voice data to identify keywords and speech characteristic parameters, providing feedback to agents in real-time to adjust their interactions and automatically bridging managers into conversations when necessary, while adjusting metrics based on geographic and customer-specific thresholds.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If digital voice data analysis is implemented to identify tone and sentiment, then customer service outcomes are improved, but system complexity increases
Solution Approach 1:
The patent introduces an intermediary processing layer that includes a transcription service to convert voice data to text, and a separate analysis service to process the transcribed text for tone and sentiment. This intermediary layer decouples the complex analysis functions from the core communication system, allowing the main system to remain relatively simple while still achieving improved customer service outcomes through sophisticated voice data analysis.
2Productivity
If real-time feedback is provided to agents during conversations, then agent performance is improved, but processing time and computational resources increase
Solution Approach 1:
The system performs preliminary transcription of voice data to text before the actual conversation occurs, and prepares analysis frameworks in advance. By pre-processing the voice data into transcribed text and having analysis templates ready, the system reduces the computational burden during real-time conversation analysis, enabling faster feedback to agents without compromising performance improvement.
Solution Approach 2:
The patent implements real-time or near-real-time processing by rapidly transcribing voice data and quickly analyzing the transcribed text for tone and sentiment. The system rushes through the transcription and analysis processes to provide feedback to agents during or immediately after conversations, minimizing processing time delays while still achieving measurable improvements in agent performance through timely feedback.
3Measurement precision
If comprehensive voice data analysis is performed including keywords and speech characteristics, then measurement precision is improved, but data processing requirements increase
Solution Approach 1:
The patent extracts only the most relevant features from comprehensive voice data, such as specific keywords, speech rate, pitch variations, and pause patterns, rather than processing all raw voice data in its entirety. By selecting and extracting only the critical measurement elements needed for tone and sentiment identification, the system achieves high measurement precision while significantly reducing the overall data processing requirements.
Data Source
AI summary
Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital data in a data-communications system. An example method includes: accessing digital data from a computer-accessible database that is indicative of communication interactions between personnel of and at least one customer of a client entity and that includes parameters corresponding to at least one of words, phrases and speech parameters; identifying, based on the digital data and for the personnel of the client entity, at least one customer-interaction metric that has one or more associations with one or more outcomes of one or more of the communication interactions and that is outside a threshold value or rating established for or on behalf of the at least one agent of the client entity; and adjusting, via data-processing computer circuitry based on the digital data, at least one of the customer-interaction metrics and the one or more associations and providing feedback to the data-processing computer circuitry in response to said adjusting, for assessing an outcome of further instances of the one or more of the communication interactions involving the personnel of the client entity.