Patent ID: 9160852
Filing Date: 2015-10-13
Classification: G10L,H04M

Abstract:
1. A method for analyzing a conversation between a customer and a call center agent in real-time, wherein the agent is located at an agent station having a display screen, the method comprising: receiving a continuous audio feed of the conversation between the customer and the call center agent; calculating, in real-time during the conversation, a customer emotion score for every second that the customer is speaking; calculating, in real-time during the conversation, a frequency at which calculated customer emotion scores equal or exceed an emotion score threshold value during a specified time interval that is less than the entire conversation, wherein calculating the frequency comprises determining a number of calculated customer emotions scores that equal or exceed the emotion score threshold during the specified time interval; comparing, in real-time during the conversation, the calculated frequency for the customer to a plurality of specified frequency thresholds; displaying, in real-time on the display screen of the agent station during the conversation, a visual representation corresponding to a highest of the plurality of specified frequency thresholds that is equaled or exceeded by the calculated frequency for the customer; recording the conversation between the call center agent and the customer; storing the calculated emotion scores for the customer; tagging the recorded conversation with event tags, wherein: