US Patent No. 10,992,807

SYSTEM AND METHOD FOR SEARCHING CONTENT USING ACOUSTIC CHARACTERISTICS


Patent No. 10,992,807
Issue Date April 27, 2021
Title System And Method For Searching Content Using Acoustic Characteristics
Inventorship Michael C. Dwyer, Fort Myers, FL (US)
Erik A. Strand, Fort Myers, FL (US)
Scott R. Wolf, Fort Myers, FL (US)
Frank Salinas, Fort Myers, FL (US)
Jeffrey A. Gallino, Lexington, MA (US)
Scott A. Kendrick, Fort Myers, FL (US)
Shaoyu Xue, Valrico, FL (US)
Assignee CALLMINER, INC., Waltham, MA (US)

Claim of US Patent No. 10,992,807

1. A method, comprising:analyzing acoustic and language characteristics of a plurality of communications between customers and agents to identify communications that include acoustic agitation or dissatisfaction expressed by a customer and to identify a response by an agent in the identified communications;
determining at least one category label to associate with one or more of the plurality of communications;
determining relevant communications of the plurality of communications relating to a specific agent based on a criteria that is at least one of a category label or a presence of acoustic agitation or dissatisfaction expressed by one or more customers, wherein determining the relevant communications further includes restricting the plurality of communications to those with a specified amount of time between at least two specified events;
analyzing the relevant communications to determine a quality score for the specific agent relating to a responsiveness of the specific agent to the acoustic agitation or the dissatisfaction of the one or more customers;
providing the plurality of communications, the at least one category label associated with one or more of the plurality of communications, and the quality score in a social feed;
receiving one or more comments in the social feed on one or more of the plurality of communications or the quality score;
sorting the one or more comments by a seniority of commenter to obtain at least one high interest comment; and
presenting the at least one high interest comment to a manager of an agent.