发明名称 |
Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center |
摘要 |
A computer readable medium for controlling a computer is provided. The computer readable medium comprises a plurality of code segments for controlling a computer. A code segment receives a telephonic communication comprised of voice data and event data. A code segment receives computer application data comprising data associated with at least one computer application in use during the telephonic communication. A code segment analyzes the telephonic communication by translating the received voice data into a text format, the text format defining a plurality of components. At least one component of the text data and communication event data occurring during a time interval is classified into one of a plurality of object types, and the computer application data during the time interval is compared to the object type of the classified components. |
申请公布号 |
US8170195(B2) |
申请公布日期 |
2012.05.01 |
申请号 |
US20080286248 |
申请日期 |
2008.09.29 |
申请人 |
CONWAY KELLY;BROWN DOUGLAS;HORTON ADRIAN;GUSTAFSON DAVID;DANSON CHRISTOPHER;MATTERSIGHT CORPORATION |
发明人 |
CONWAY KELLY;BROWN DOUGLAS;HORTON ADRIAN;GUSTAFSON DAVID;DANSON CHRISTOPHER |
分类号 |
H04M3/00;H04M5/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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