US 12,132,865 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 Oct. 4, 2023, as Appl. No. 18/376,605.
Application 18/376,605 is a continuation of application No. 17/690,099, filed on Mar. 9, 2022, granted, now 11,811,970.
Application 17/690,099 is a continuation of application No. 17/472,557, filed on Sep. 10, 2021, granted, now 11,706,338, issued on Jul. 18, 2023.
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 2024/0031484 A1, Jan. 25, 2024
Int. Cl. H04M 3/51 (2006.01); 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); G10L 25/87 (2013.01); H04M 3/42 (2006.01); G10L 15/26 (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 system for providing an objective evaluation of a customer service representative having a conversation with a customer, the computer system comprising:
at least one memory storing computer-executable instructions; and
at least one processor configured to execute the stored instructions, which when executed, cause the at least one processor to:
generate a plurality of voice prints from a data stream corresponding to a conversation between the customer service representative and the customer;
associate a first set of voice prints with the customer service representative and a second set of voice prints with the customer;
analyze a tone of voice in each voice print of the first set of voice prints in comparison with a tone of voice in each corresponding voice print of the second set of voice prints; and
generate a score for the customer service representative that represents changes in the tone of voice of the customer service representative in response to changes in the tone of voice of the customer.