公开(公告)号：US10223581B2

公开(公告)日：2019-03-05

申请号：US14979414

申请日：2015-12-27

Applicant: Interactive Intelligence Group, Inc.

Inventor： Richard J. Walsh ,  David Allan Ertel, II

IPC: G06K9/00 ,  G06T7/00 ,  G10L25/57 ,  G10L25/63

Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

公开(公告)号：US20170185829A1

公开(公告)日：2017-06-29

申请号：US14979414

申请日：2015-12-27

Applicant: Interactive Intelligence Group, Inc.

Inventor： Richard J. Walsh ,  David Allan Ertel, II

IPC: G06K9/00 ,  G10L25/57 ,  G10L25/63 ,  G06T7/00

CPC classification number: G06K9/00348 ,  G06K9/00342 ,  G06K9/00711 ,  G06T2207/10016 ,  G06T2207/30196 ,  G09B19/04 ,  G10L25/57 ,  G10L25/63

Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.