US 11,991,310 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 Aug. 23, 2022, as Appl. No. 17/893,988.
Claims priority of provisional application 63/399,539, filed on Aug. 19, 2022.
Prior Publication US 2024/0064238 A1, Feb. 22, 2024
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); H04M 3/523 (2006.01)
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 method, comprising:
receiving, by a live score keeper on a user device of an agent, a notification that a call has started;
subscribing, by the live score keeper, to a voice-to-text conversion and sentiment analysis service provided by a server computer;
receiving, by the live score keeper through the voice-to-text conversion and sentiment analysis service, a transcript stream and a sentiment stream from the server computer as the call is ongoing between the agent and a customer, the transcript stream including a current transcription of the call, the sentiment stream including a current sentiment of the call;
scoring, by the live score keeper utilizing the transcript stream from the server computer, the sentiment stream from the server computer, and live score rules locally stored on the user device, performance of the agent with respect to the call, the scoring producing a current score that is indicative of the performance of the agent in real time as the call with the customer is ongoing; and
displaying, by the live score keeper, the current score via a user interface on the user device of the agent.