US 11,715,056 B2
Performance monitoring for communication systems
Ramakrishna R. Yannam, The Colony, TX (US); Donatus Asumu, Mckinney, TX (US); Ion Gerald McCusker, Allen, TX (US); Saahithi Chillara, Allen, TX (US); Ashwini Patil, Richardson, TX (US); Ravisha Andar, Plano, TX (US); Emad Noorizadeh, Plano, TX (US); and Priyank R. Shah, Plano, TX (US)
Assigned to Bank of America Corporation, Charlotte, NC (US)
Filed by Bank of America Corporation, Charlotte, NC (US)
Filed on Mar. 16, 2021, as Appl. No. 17/202,979.
Prior Publication US 2022/0300885 A1, Sep. 22, 2022
Int. Cl. G06Q 10/0639 (2023.01); H04M 3/51 (2006.01); G10L 15/26 (2006.01); G06Q 30/016 (2023.01); G06Q 10/0631 (2023.01)
CPC G06Q 10/06398 (2013.01) [G06Q 10/063114 (2013.01); G06Q 30/016 (2013.01); G10L 15/26 (2013.01); H04M 3/5175 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A communication routing device, comprising:
a network interface configured to establish a network connection between a first device associated with a user and a second device associated with a first agent;
a memory operable to store:
a performance record, wherein:
the performance record identifies a plurality of agents;
each agent is mapped to a plurality of knowledge scores; and
each knowledge score indicates an expertise level in a knowledge area; and
a resolution mapping identifying a plurality of issue types, wherein:
each issue type is mapped to a plurality of resolution types; and
a performance score is associated with each combination of an issue type and a resolution type; and
a processor operably coupled to the network interface and the memory, and configured to:
receive a communication request from the user via a chat window or a webpage;
assign the user to a first issue cluster based on the communication request, wherein the first issue cluster is associated with one or more issue types;
assign the first agent to a first knowledge cluster, wherein the first knowledge cluster corresponds to a first knowledge area that is associated with the one or more issue types;
identify the first agent within the first knowledge cluster based on a first knowledge score that is associated with the first knowledge area;
establish the network connection between the user and the first agent, the network connection is a voice call, a video call, or a text-based chat session;
capture at least a portion of a real-time two-way communication between the user and the first agent via the network connection;
identify a first issue type for the user by performing a speech recognition process, a text recognition process, or a natural language processing on a user's portion of the captured portion of the real-time two-way communication;
identify a first resolution type provided by the first agent by performing the speech recognition process, the text recognition process, or the natural language processing on a first agent's portion of the captured portion of the real-time two-way communication;
identify a first performance score from the resolution mapping based on a combination of the first issue type and the first resolution type;
update the first knowledge score that is associated with the first knowledge area in the performance record for the first agent based on the first performance score;
identify a recommendation for the first agent based at least in part on the first performance score; and
send the recommendation to the first agent.