Sylvia C Hernandez

US Patent:

20220201122, Jun 23, 2022

Filed:

Mar 9, 2022

Appl. No.:

17/690099

Inventors:

- Bloomington IL, US
Sylvia Hernandez - Normal IL, US

Assignee:

STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY - Bloomington IL

International Classification:

H04M 3/51
G10L 25/63
H04M 3/42
G10L 25/51
G06F 40/205
G10L 17/04
G10L 17/08

Abstract:

A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.