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WO2018064199A3 - Système et procédé d'accompagnement professionnel et de gestion de qualité automatique - Google Patents

Système et procédé d'accompagnement professionnel et de gestion de qualité automatique Download PDF

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Publication number
WO2018064199A3
WO2018064199A3 PCT/US2017/053779 US2017053779W WO2018064199A3 WO 2018064199 A3 WO2018064199 A3 WO 2018064199A3 US 2017053779 W US2017053779 W US 2017053779W WO 2018064199 A3 WO2018064199 A3 WO 2018064199A3
Authority
WO
WIPO (PCT)
Prior art keywords
evaluation
processor
coaching
question
interaction
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/US2017/053779
Other languages
English (en)
Other versions
WO2018064199A2 (fr
Inventor
Amir LEV-TOV
Tamir Tapuhi
Avraham FAIZAKOF
David Konig
Yochai Konig
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Inc
Original Assignee
Genesys Telecommunications Laboratories Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US15/282,963 external-priority patent/US10902737B2/en
Priority claimed from US15/282,897 external-priority patent/US10896395B2/en
Application filed by Genesys Telecommunications Laboratories Inc filed Critical Genesys Telecommunications Laboratories Inc
Publication of WO2018064199A2 publication Critical patent/WO2018064199A2/fr
Publication of WO2018064199A3 publication Critical patent/WO2018064199A3/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/105—Human resources
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
    • G09B7/00—Electrically-operated teaching apparatus or devices working with questions and answers
    • G09B7/06—Electrically-operated teaching apparatus or devices working with questions and answers of the multiple-choice answer-type, i.e. where a given question is provided with a series of answers and a choice has to be made from the answers
    • G09B7/07—Electrically-operated teaching apparatus or devices working with questions and answers of the multiple-choice answer-type, i.e. where a given question is provided with a series of answers and a choice has to be made from the answers providing for individual presentation of questions to a plurality of student stations

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Theoretical Computer Science (AREA)
  • Development Economics (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Marketing (AREA)
  • General Business, Economics & Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Technology (AREA)
  • Data Mining & Analysis (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
  • Electrically Operated Instructional Devices (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

Procédé comprenant : la réception, par un processeur, d'un formulaire d'évaluation comprenant une pluralité de questions d'évaluation ; la réception, par le processeur, d'une interaction à évaluer par le formulaire d'évaluation ; la sélection, par le processeur, d'une question d'évaluation du formulaire d'évaluation, la question d'évaluation comprenant une règle associée à un ou plusieurs sujets, chacun des sujets comprenant un ou plusieurs mots ou phrases ; la recherche, par le processeur, de l'interaction pour le ou les sujets de la règle conformément à la présence d'un ou plusieurs mots ou phrases dans l'interaction pour produire un résultat de recherche ; le calcul, par le processeur, d'une réponse à la question d'évaluation conformément à la règle et au résultat de recherche; et la sortie, par le processeur, de la réponse calculée à la question d'évaluation du formulaire d'évaluation.
PCT/US2017/053779 2016-09-30 2017-09-27 Système et procédé d'accompagnement professionnel et de gestion de qualité automatique Ceased WO2018064199A2 (fr)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US15/282,963 US10902737B2 (en) 2016-09-30 2016-09-30 System and method for automatic quality evaluation of interactions
US15/282,963 2016-09-30
US15/282,897 US10896395B2 (en) 2016-09-30 2016-09-30 System and method for automatic quality management and coaching
US15/282,897 2016-09-30

Publications (2)

Publication Number Publication Date
WO2018064199A2 WO2018064199A2 (fr) 2018-04-05
WO2018064199A3 true WO2018064199A3 (fr) 2018-05-17

Family

ID=61763670

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2017/053779 Ceased WO2018064199A2 (fr) 2016-09-30 2017-09-27 Système et procédé d'accompagnement professionnel et de gestion de qualité automatique

Country Status (1)

Country Link
WO (1) WO2018064199A2 (fr)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US12499404B2 (en) * 2022-07-27 2025-12-16 Nice Ltd. System and method for quality planning data evaluation using target KPIs
US20250111323A1 (en) * 2023-09-29 2025-04-03 Verint Americas Inc. Automated quality metric models based on customer data
CN119005132B (zh) * 2024-07-23 2025-11-18 开普云信息科技股份有限公司 生成式大模型的质量评估方法、装置、存储介质及设备

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20080313090A1 (en) * 2007-06-18 2008-12-18 Leonid Portman Interaction-management methods and platform for client-agent interaction-related environments
US20090253112A1 (en) * 2008-04-07 2009-10-08 Microsoft Corporation Recommending questions to users of community qiestion answering
US20130297625A1 (en) * 2012-05-04 2013-11-07 Pearl.com LLC Method and apparatus for identifiying similar questions in a consultation system
US20140143157A1 (en) * 2012-11-21 2014-05-22 Verint Americas Inc. Design and Analysis of Customer Feedback Surveys
US20160092894A1 (en) * 2014-09-25 2016-03-31 Minghao Lu Visualizing relationships in survey data

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20080313090A1 (en) * 2007-06-18 2008-12-18 Leonid Portman Interaction-management methods and platform for client-agent interaction-related environments
US20090253112A1 (en) * 2008-04-07 2009-10-08 Microsoft Corporation Recommending questions to users of community qiestion answering
US20130297625A1 (en) * 2012-05-04 2013-11-07 Pearl.com LLC Method and apparatus for identifiying similar questions in a consultation system
US20140143157A1 (en) * 2012-11-21 2014-05-22 Verint Americas Inc. Design and Analysis of Customer Feedback Surveys
US20160092894A1 (en) * 2014-09-25 2016-03-31 Minghao Lu Visualizing relationships in survey data

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Publication number Publication date
WO2018064199A2 (fr) 2018-04-05

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