Computer-implemented system and method for providing coaching to agents in an automated call center environment based on user traits

摘要

A computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. A stage of persuasion of the caller is identified based on the identified traits in response to an offer provided by the agent. The caller is persuaded to accept the offer by providing guidance to the agent regarding further information about the offer for the user based on the stage of persuasion.

主权项

1. A system for providing coaching to agents in a call center during a call, comprising:
a voice recording from a call between a caller and an agent of a call center; a voice assessor to analyze the voice recording of the caller by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics; an identification module to identify a stage of persuasion of the caller based on the identified traits in response to an offer provided by the agent, comprising:
a stage-classification submodule to obtain a plurality of stages of persuasion based on user traits of the caller derived from voice characteristics obtained from previous calls, wherein each stage of persuasion is associated with one or more of the user traits of the caller;a stage-evaluation submodule to compare the identified traits of the caller to the user traits of the caller associated with the stages of persuasion; anda stage-selection submodule to select one of the stages of persuasion based on the user traits of the caller that most closely matches the identified traits of the caller; a guidance module to persuade the caller to accept the offer by providing guidance to the agent regarding further information about the offer based on the stage of persuasion.