System And Method For Automatically Generating Adaptive Interaction Logs From Customer Interaction Text

摘要

A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system uses a pipeline comprising audio capture of a telephone conversation, automatic speech transcription, text normalization, transcript generation and candidate call log generation based on Real-time and Global Models. The contact center agent edits the candidate call log to create the final call log. The models are updated based on analysis of user feedback in the form of the editing of the candidate call log done by the contact center agents or supervisors. The pipeline yields a candidate call log which the agents can edit in less time than it would take them to generate a call log manually.

主权项

1. A method for a computer apparatus for automatically generating a customer interaction log for an interaction between a customer and an agent, the method comprising:
automatically analyzing received input corresponding to an interaction in the form of a transcript between a customer and an agent to generate a customer interaction log using at least one model; displaying the customer interaction log for review by the agent at a graphical user interface of an agent computer; enabling the agent to provide feedback by way of the graphical user interface; and automatically updating at least one of the customer interaction log and the at least one model based on the feedback by the agent.