US 11,818,291 B2
Combination of real-time analytics and automation
David Warren Singer, Indianapolis, IN (US); Daniel Thomas Spohrer, Alpharetta, GA (US); Marc Adam Calahan, Milton, GA (US); Paul Michael Munro, Scotland (GB); Gary Andrew Duke, Fleet (GB); Padraig Carberry, Lifford (IE); and Christopher Jerome Schnurr, Culmore (IE)
Assigned to Verint Americas Inc., Alpharetta, GA (US)
Filed by Verint Americas Inc., Alpharetta, GA (US)
Filed on Sep. 1, 2021, as Appl. No. 17/463,781.
Application 17/463,781 is a continuation of application No. 16/407,891, filed on May 9, 2019, granted, now 11,190,640.
Prior Publication US 2021/0400139 A1, Dec. 23, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06Q 20/40 (2012.01); G10L 17/00 (2013.01); G10L 17/06 (2013.01)
CPC H04M 3/5175 (2013.01) [G06Q 20/4016 (2013.01); G10L 17/00 (2013.01); G10L 17/06 (2013.01)] 6 Claims
OG exemplary drawing
 
1. A real-time speech analytics (RTSA) system, comprising:
a rules module configured to maintain a plurality of rules pertaining to a call between a user computing device and an agent computing device;
a detection module configured to listen to the call according to the plurality of rules and to detect that one of the plurality of rules directed to an event is triggered as a match to an event;
an analysis module configured to analyze the match to the event and determine at least one of an action or an alert to perform; and
an action and alerts module configured to receive an instruction from the analysis module pertaining to the at least one of the action or the alert to perform, and configured to perform the at least one of the action or the alert,
wherein the plurality of rules is directed to a credit check disclosure scenario, and when the detection module recognizes that a discussion is occurring pertaining to a credit check, provides an indicator that the discussion is occurring, and determines whether a credit check was discussed, and wherein if the credit check was not discussed, then a reminder is sent to an agent via the agent computing device.