Patent ID: 8861708

Claim:
A system for real-time monitoring and analysis of a conversation of an agent during a call, the system comprising: a signal capturing device configured to capture a speech signal during the live conversation between the agent and a caller through an audio interface; a signal processor communicatively coupled with the signal capturing device for processing the speech signal captured by the signal capturing device; a monitoring device configured to monitor the conversation of the agent with the caller; the monitoring device further comprising: a location detecting module configured to determine a geographic location of the caller, the location detecting module including a computer readable medium for storing and suggesting a location specific vocabulary to be used by the agent with respect to the detected location of the caller; an evaluation module configured to evaluate a plurality of features of the speech signal and to detect a variation in the agent's conversation with respect to a predetermined range; and an alert engine for transmitting an alert to the agent locally to bring the conversation under the predetermined range after a variation in the conversation is detected by the evaluation module; and an agent console communicatively coupled with the monitoring device for real-time performance monitoring and seeking an active real-time aid from the location detecting module, the evaluation module and the alert engine for displaying the location specific vocabulary, the variation in the conversation and the alert transmitted by the alert engine.