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公开(公告)号：US12132865B2
公开(公告)日：2024-10-29
申请号：US18376605
申请日：2023-10-04
Inventor： Sylvia Hernandez
IPC: H04M3/51 , G06F40/205 , G10L17/04 , G10L17/08 , G10L25/51 , G10L25/63 , G10L25/87 , H04M3/42 , G10L15/26
CPC classification number: H04M3/5175 , G06F40/205 , G10L17/04 , G10L17/08 , G10L25/51 , G10L25/63 , H04M3/42 , G10L15/26 , G10L25/87 , H04M2201/40 , H04M2201/41 , H04M2203/40 , H04M2203/401
Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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公开(公告)号：US09871918B1
公开(公告)日：2018-01-16
申请号：US15409188
申请日：2017-01-18
Inventor： Sylvia Hernandez
CPC classification number: H04M3/5175 , G06F17/2705 , G10L15/265 , G10L17/04 , G10L17/08 , G10L25/51 , G10L25/63 , G10L25/87 , H04M3/42 , H04M2201/40 , H04M2201/41 , H04M2203/40 , H04M2203/401
Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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公开(公告)号：US11706338B2
公开(公告)日：2023-07-18
申请号：US17472557
申请日：2021-09-10
Inventor： Sylvia Hernandez
IPC: H04M3/51 , G10L17/04 , G10L25/51 , G10L25/63 , G10L25/87 , H04M3/42 , G06F40/205 , G10L17/08 , G10L15/26
CPC classification number: H04M3/5175 , G06F40/205 , G10L17/04 , G10L17/08 , G10L25/51 , G10L25/63 , H04M3/42 , G10L15/26 , G10L25/87 , H04M2201/40 , H04M2201/41 , H04M2203/40 , H04M2203/401
Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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公开(公告)号：US11140267B1
公开(公告)日：2021-10-05
申请号：US16880325
申请日：2020-05-21
Inventor： Sylvia Hernandez
Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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公开(公告)号：US11055336B1
公开(公告)日：2021-07-06
申请号：US16294316
申请日：2019-03-06
Inventor： Sylvia Hernandez
Abstract: A computer-implemented method for presenting relevant information to a customer service representative of a business may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; determining one or more keywords from the text stream; comparing the one or more keywords with a history of keywords that have previously been searched; and/or searching a database for information related to the one or more keywords that have not been previously searched. As a result of the keyword search, information about topics that the customer is interested in, may be located and displayed on a customer service representative display to facilitate the customer service representative timely relaying the information found by the keyword search to enhance the customer experience. Exemplary keywords may relate to insurance and financial services, such as “auto,” “home,” “life,” “insurance,” or “vehicle loan.”
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Patent Agency Ranking
公开(公告)号：US10122855B1
公开(公告)日：2018-11-06
申请号：US15823850
申请日：2017-11-28
Inventor： Sylvia Hernandez
Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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公开(公告)号：US12088761B2
公开(公告)日：2024-09-10
申请号：US18203094
申请日：2023-05-30
Inventor： Sylvia Hernandez
IPC: H04M3/51 , G06F40/205 , G10L15/26 , G10L17/04 , G10L17/08 , G10L25/51 , G10L25/63 , G10L25/87 , H04M3/42
CPC classification number: H04M3/5175 , G06F40/205 , G10L17/04 , G10L17/08 , G10L25/51 , G10L25/63 , H04M3/42 , G10L15/26 , G10L25/87 , H04M2201/40 , H04M2201/41 , H04M2203/40 , H04M2203/401
Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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公开(公告)号：US20220201122A1
公开(公告)日：2022-06-23
申请号：US17690099
申请日：2022-03-09
Inventor： Sylvia Hernandez
Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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公开(公告)号：US11076046B1
公开(公告)日：2021-07-27
申请号：US16880326
申请日：2020-05-21
Inventor： Sylvia Hernandez
Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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公开(公告)号：US10275522B1
公开(公告)日：2019-04-30
申请号：US15091302
申请日：2016-04-05
Inventor： Sylvia Hernandez
Abstract: A computer-implemented method for presenting relevant information to a customer service representative of a business may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; determining one or more keywords from the text stream; comparing the one or more keywords with a history of keywords that have previously been searched; and/or searching a database for information related to the one or more keywords that have not been previously searched. As a result of the keyword search, information about topics that the customer is interested in, may be located and displayed on a customer service representative display to facilitate the customer service representative timely relaying the information found by the keyword search to enhance the customer experience. Exemplary keywords may relate to insurance and financial services, such as “auto,” “home,” “life,” “insurance,” or “vehicle loan.”
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