US 11,811,970 B2
Voice and speech recognition for call center feedback and quality assurance
Sylvia Hernandez, Normal, IL (US)
Assigned to STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY, Bloomington, IL (US)
Filed by STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY, Bloomington, IL (US)
Filed on Mar. 9, 2022, as Appl. No. 17/690,099.
Application 17/690,099 is a continuation of application No. 17/472,557, filed on Sep. 10, 2021.
Application 17/472,557 is a continuation of application No. 16/880,325, filed on May 21, 2020, granted, now 11,140,267, issued on Oct. 5, 2021.
Application 16/880,325 is a continuation of application No. 16/513,942, filed on Jul. 17, 2019, granted, now 10,708,425, issued on Jul. 7, 2020.
Application 16/513,942 is a continuation of application No. 16/150,699, filed on Oct. 3, 2018, granted, now 10,404,859, issued on Sep. 3, 2019.
Application 16/150,699 is a continuation of application No. 15/823,850, filed on Nov. 28, 2017, granted, now 10,122,855, issued on Nov. 6, 2018.
Application 15/823,850 is a continuation of application No. 15/409,188, filed on Jan. 18, 2017, granted, now 9,871,918, issued on Jan. 16, 2018.
Application 15/409,188 is a continuation of application No. 15/091,121, filed on Apr. 5, 2016, granted, now 9,596,349, issued on Mar. 14, 2017.
Claims priority of provisional application 62/186,145, filed on Jun. 29, 2015.
Prior Publication US 2022/0201122 A1, Jun. 23, 2022
Int. Cl. H04M 3/51 (2006.01); G10L 17/04 (2013.01); G10L 25/51 (2013.01); G10L 25/63 (2013.01); G10L 25/87 (2013.01); H04M 3/42 (2006.01); G06F 40/205 (2020.01); G10L 17/08 (2013.01); G10L 15/26 (2006.01)
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
OG exemplary drawing
 
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.