CPC H04M 3/5175 (2013.01) [G06F 40/205 (2020.01); G10L 17/04 (2013.01); G10L 17/08 (2013.01); G10L 25/51 (2013.01); G10L 25/63 (2013.01); H04M 3/42 (2013.01); G10L 15/26 (2013.01); G10L 25/87 (2013.01); H04M 2201/40 (2013.01); H04M 2201/41 (2013.01); H04M 2203/40 (2013.01); H04M 2203/401 (2013.01)] | 15 Claims |
1. A computer-implemented method of providing customer service feedback and quality assurance, the method comprising:
monitoring, via one or more processors, a communication stream during a customer interaction between a customer and a representative, the interaction being a telephone call or a texting interaction;
analyzing, via the one or more processors, the communication stream to determine a word choice by the representative during the interaction;
generating, via the one or more processors, feedback regarding the customer interaction based upon the word choice; and
providing, via the one or more processors, the feedback during or after the customer interaction to facilitate providing objective feedback to enhance the quality of future customer experiences.
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