Invention Grant
- Patent Title: Systems and methods for analyzing coaching comments
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Application No.: US13912918Application Date: 2013-06-07
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Publication No.: US11336770B2Publication Date: 2022-05-17
- Inventor: Christopher Danson , Douglas Brown , Rachel Jean Stark , Brittney Lynn McIngvale , Brendan Joyce
- Applicant: Mattersight Corporation
- Applicant Address: US IL Chicago
- Assignee: Mattersight Corporation
- Current Assignee: Mattersight Corporation
- Current Assignee Address: US IL Chicago
- Agency: Haynes and Boone, LLP
- Main IPC: H04M3/51
- IPC: H04M3/51
Abstract:
The methods, apparatuses, and systems described herein are designed to analyze comments provided by a coach relating to an agent's interaction with a customer. The methods include receiving a coaching comment regarding an agent's interaction with a customer, applying at least one scoring algorithm to the comment, and outputting a score of the scoring algorithm.
Public/Granted literature
- US20140362984A1 SYSTEMS AND METHODS FOR ANALYZING COACHING COMMENTS Public/Granted day:2014-12-11
Information query
