Methods and systems for automatically recognizing actions in a call center environment using screen capture technology

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United States of America Patent

PATENT NO 9883035
SERIAL NO

15479669

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Abstract

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A system for recognizing processes performed by a call center agent during a session collects from one or more input devices in communication with the electronic device, input data that includes data pertaining to one or more interactions that a call center agent has with one or more programs running on the electronic device that cause one or more graphical user interfaces to be displayed on a desktop of the electronic device during a session. The system analyzes the input data to generate one or more events and a mid-level event log having one or more of the events, and performs action recognition on the mid-level event log to ascertain one or more actions that were performed within the one or more graphical user interfaces by the call center agent during the session.

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Patent Owner(s)

  • CONDUENT BUSINESS SERVICES, LLC

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Gross, Eric Michael Rochester, US 33 78
Kulkarni, Rakesh S Webster, US 8 24
Mongeon, Michael C Walworth, US 40 518
Prabhakara, Jagadeesh Chandra Bose Rantham Karnataka, IN 10 78
Shankara, Narayana Madhavi Bangalore Bangalore, IN 2 4
Simmons,, Jr Isaiah Lorenzo Rochester, US 2 4
Watts-Perotti, Jennifer Pittsford, US 2 4
Wu, Wencheng Rochester, US 163 3027
Yao, Jinhui Pittsford, US 12 30

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