US 12,219,094 B2
Live assist systems and methods with real time scoring of agent performance
Danny Ray Harlin, Frisco, TX (US)
Assigned to OPEN TEXT HOLDINGS, INC., Menlo Park, CA (US)
Filed by OPEN TEXT HOLDINGS, INC., San Mateo, CA (US)
Filed on Apr. 19, 2024, as Appl. No. 18/641,113.
Application 18/641,113 is a continuation of application No. 17/893,988, filed on Aug. 23, 2022, granted, now 11,991,310.
Claims priority of provisional application 63/399,539, filed on Aug. 19, 2022.
Prior Publication US 2024/0267466 A1, Aug. 8, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06F 40/205 (2020.01); G06F 40/30 (2020.01); G10L 15/18 (2013.01); G10L 15/22 (2006.01); G10L 15/30 (2013.01)
CPC H04M 3/5175 (2013.01) [G06F 40/205 (2020.01); G06F 40/30 (2020.01); G10L 15/1815 (2013.01); G10L 15/22 (2013.01); G10L 15/30 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A real-time agent performance evaluation system, comprising:
server-side components; and
a client-side component;
wherein the server-side components comprise a database and servers configured for providing a plurality of services, the plurality of services including a first service and a second service;
wherein the client-side component comprises a user device of an agent, the user device having a user interface;
wherein the user device is configured for:
responsive to a call being started between the agent and a caller, subscribing to the first service and sending voice data from the call to the first service, wherein the voice data is converted to text and the text is analyzed for a sentiment; and
receiving a data stream containing the text and the sentiment from the first service;
generating a score reflective of performance of the agent with respect to the call in real time as the call is ongoing, the generating comprising applying a rule to the text, the sentiment, or a combination thereof; and
displaying the score on the user interface of the user device of the agent as the call is ongoing.