公开(公告)号：US20210297533A1

公开(公告)日：2021-09-23

申请号：US17341968

申请日：2021-06-08

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/523 ,  G06F40/20 ,  G06Q30/00 ,  G06Q30/02

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

公开(公告)号：US10755050B2

公开(公告)日：2020-08-25

申请号：US15626945

申请日：2017-06-19

Applicant: Verint Americas Inc.

Inventor： Scott Mackie

IPC: G06F40/30 ,  H04L12/58 ,  G06F40/166 ,  G06F40/232 ,  G06F40/253

Abstract: The present invention allows text analysis and routing of an outgoing message. The system intercepts outgoing messages for analysis by a TAS software module. The module assigns an analytical score to the message, then compares the score to a threshold. If the score is below the threshold, the message is transmitted to its ultimate destination. If not, the message may be routed for correction by the message's composer or quality assurance staff. After such correction, the message new analytical score is generated and compared, and, if necessary, the process repeats again.