US 12,217,752 B2
System method and apparatus for combining words and behaviors
John Kane, Glen of the Downs (IE)
Assigned to VERINT AMERICAS INC., Alpharetta, GA (US)
Filed by VERINT AMERICAS INC., Alparetta, GA (US)
Filed on May 20, 2022, as Appl. No. 17/749,677.
Claims priority of provisional application 63/191,372, filed on May 21, 2021.
Prior Publication US 2022/0375468 A1, Nov. 24, 2022
Int. Cl. G06F 40/30 (2020.01); G06F 40/279 (2020.01); G10L 15/18 (2013.01); G10L 15/22 (2006.01); G10L 15/30 (2013.01); G10L 25/63 (2013.01); H04M 3/51 (2006.01)
CPC G10L 15/22 (2013.01) [G06F 40/279 (2020.01); G10L 15/18 (2013.01); G10L 15/30 (2013.01); G10L 25/63 (2013.01); G10L 2015/225 (2013.01); H04M 3/5183 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method for outputting feedback data to a selected device, the method comprising:
using at least one hardware processor for extracting code for:
accessing audio data from a communication session between a caller and an agent;
generating behavioral data by performing behavioral analysis of at least a portion of the audio data, the behavioral analysis including acoustic signal processing of the portion of audio data and applying one or more machine learning algorithms to the portion of the audio data;
generating text data by converting at least a portion of the audio data to text data;
analyzing the text data using natural language processing;
generating integrated data by combining the behavioral data with the analyzed text data;
accessing rules of a set of rules;
comparing the integrated data to the rules;
generating feedback data based on the comparison; and
outputting the feedback data to the selected device during the communication session between the caller and the agent.