Patent ID: 9020135
Filing Date: 2015-04-28
Classification: A47L,G06F,G06Q,G10L,H04L,H04M

Abstract:
1. A method for analyzing an agent dialog in a contact center, the method comprising: receiving, by a processor, a contact from a customer; starting an active dialog with the customer; receiving one or more norms for the active dialog or a successful past dialog associated with the active dialog, the one or more norms being based on an analysis of dialogs between multiple agents and multiple customers; comparing the active dialog with the one or more of the norms or the successful past dialog; based on the comparison, determining if the active dialog is deviating from a successful path; if the active dialog is not deviating from the successful path, continuing comparing the active dialog with the one or more of the norms or the successful past dialog until the contact is terminated; if the active dialog is deviating from a successful path, determining a resolution; and enacting the resolution.