NICE Ltd.
System and method to evaluate agent call logging in a contact center

Abstract:

A computerized method for evaluating agent-call-logging, in a contact center, is provided herein. The method includes operating an evaluating agent-call-logging module. The operating of an evaluating agent-call-logging module includes: (i) receiving a recorded interaction between an agent and a customer, stored in the database of recorded interactions and a corresponding agent-call-logging, having `n` sentences, stored in the database of call loggings; (ii) operating a speech-to-text algorithm on the received recorded interaction to yield a summarized text thereof. The yielded summarized text is comprised of sentences expressed by the customer; and (iii) operating a semantic comparison unit, to compare each sentence in the yielded summarized text with a corresponding sentence in the agent-call-logging, to yield a Sentence Similarity Score (SSS) for each sentence of the agent-call-logging.