Patent Document ID: 9596349
Application ID: 15091121

Base Claim:
1. A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computer-implemented method comprising: receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative; converting, via the one or more processors, the data stream to a text stream; generating, via the one or more processors, a representative transcript that includes the words from the text stream that are spoken by the customer service representative; comparing, via the one or more processors, the representative transcript with a plurality of positive words and a plurality of negative words; and generating and displaying on a display, via the one or more processors, a first score that varies according to the occurrence of each word spoken by the customer service representative that matches one of the positive words and the occurrence of each word spoken by the customer service representative that matches one of the negative words to facilitate an objective evaluation of the customer interaction.

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Claim 9:
9. The computer-implemented method of claim 1 , further comprising: identifying, via the one or more processors, a voice of the customer service representative and a voice of the customer; determining, via the one or more processors, when the customer stops talking; determining, via the one or more processors, when the customer service representative starts talking thereafter; determining, via the one or more processors, a response time corresponding to a period of time that elapses between when the customer stops talking and the customer service representative starts talking; and generating and displaying, via the one or more processors, a third score that varies according to a value of the response time.