US 12,088,761 B2
Voice and speech recognition for call center feedback and quality assurance
Sylvia Hernandez, Normal, IL (US)
Assigned to STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY, Bloomington, IL (US)
Filed by STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY, Bloomington, IL (US)
Filed on May 30, 2023, as Appl. No. 18/203,094.
Application 18/203,094 is a continuation of application No. 17/472,557, filed on Sep. 10, 2021, granted, now 11,706,338.
Application 17/472,557 is a continuation of application No. 16/880,325, filed on May 21, 2020, granted, now 11,140,267, issued on Oct. 5, 2021.
Application 16/880,325 is a continuation of application No. 16/513,942, filed on Jul. 17, 2019, granted, now 10,708,425, issued on Jul. 7, 2020.
Application 16/513,942 is a continuation of application No. 16/150,699, filed on Oct. 3, 2018, granted, now 10,404,859, issued on Sep. 3, 2019.
Application 16/150,699 is a continuation of application No. 15/823,850, filed on Nov. 28, 2017, granted, now 10,122,855, issued on Nov. 6, 2018.
Application 15/823,850 is a continuation of application No. 15/409,188, filed on Jan. 18, 2017, granted, now 9,871,918, issued on Jan. 16, 2018.
Application 15/409,188 is a continuation of application No. 15/091,121, filed on Apr. 5, 2016, granted, now 9,596,349, issued on Mar. 14, 2017.
Claims priority of provisional application 62/186,145, filed on Jun. 29, 2015.
Prior Publication US 2023/0300247 A1, Sep. 21, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06F 40/205 (2020.01); G10L 15/26 (2006.01); G10L 17/04 (2013.01); G10L 17/08 (2013.01); G10L 25/51 (2013.01); G10L 25/63 (2013.01); G10L 25/87 (2013.01); H04M 3/42 (2006.01)
CPC H04M 3/5175 (2013.01) [G06F 40/205 (2020.01); G10L 17/04 (2013.01); G10L 17/08 (2013.01); G10L 25/51 (2013.01); G10L 25/63 (2013.01); H04M 3/42 (2013.01); G10L 15/26 (2013.01); G10L 25/87 (2013.01); H04M 2201/40 (2013.01); H04M 2201/41 (2013.01); H04M 2203/40 (2013.01); H04M 2203/401 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method for evaluating performance of a call associate during an interaction with an individual, the individual being a customer or a potential customer, the computer-implemented method comprising:
analyzing, via one or more processors using voice recognition, information derived from an electronic representation of an oral conversation involving the call associate and the individual to identify instances of use by the call associate of positive words and instances of use by the call associate of negative words;
generating, via the one or more processors, a first evaluation of the instances of use by the call associate of positive words and a second evaluation of the instances of use by the call associate of negative words; and
providing a first visual indicator corresponding to the first evaluation and a second visual indicator corresponding to the second evaluation for display on a device as feedback regarding the performance of the call associate.