Patent Document ID: 9473634
Application ID: 14880542

Base Claim:
1. A system for monitoring compliance by an agent of a contact center on a call to a remote party comprising: a processor configured to: receive a first event notification from a speech analytics component indicating detection of a first keyword from a first keyword set in speech associated with the call from the remote party; start a timer after receipt of the first event notification; receive a second event notification from the speech analytics component after receiving the first event notification, the second event notification indicating detection of a second keyword from a second keyword set in speech associated with the call from the agent; and perform an action in response to determining the second event notification is not received prior to expiry of the timer, wherein the action comprises displaying a visual indication on a display of a computer terminal used by the agent informing the agent of a non-compliant response.

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Claim 13:
13. The system of claim 1 , wherein the first keyword set is a group comprising “do”, “not”, and “call”, and the visual indication comprises text telling the agent to confirm a telephone number associated with the remote party.