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    • 14. 发明申请
    • ANALYSIS OF SERVICE DELIVERY PROCESSES BASED ON INTERROGATION OF WORK ASSISTED DEVICES
    • 基于工作辅助设备互动的服务交付流程分析
    • US20130121580A1
    • 2013-05-16
    • US13619221
    • 2012-09-14
    • Wenkai ChenAmir GevaMiao HeTao QinChangrui RenLei YuanSai Zeng
    • Wenkai ChenAmir GevaMiao HeTao QinChangrui RenLei YuanSai Zeng
    • G06Q10/00G10L15/26G06K9/18
    • G06Q10/063G10L15/26
    • A method of monitoring input devices to discover units of work and type of work includes recording uses of input devices of a computer, analyzing the recorded uses against pre-defined use patterns to determine sets of the recorded uses that correspond to one of a plurality of units of work, and outputting an indicator indicating which of the units of work have occurred. A method of accessing a call center includes performing speech to text transcription on audio recordings from the center, determining an identifier identifying an operator for a call from the text, estimating a phase of the call based on the text, recording ant entry including the identifier, the phase, and a time period of the phase, correlating the entry with another entry including information on an application run during the estimated phase to generate a correlated entry, and determining quality level of operator based on correlated entry.
    • 监测输入设备以发现工作单元和工作类型的方法包括记录计算机的输入设备的使用,根据预定义的使用模式分析记录的用途,以确定与多个 并且输出指示已经发生了哪些工作单元的指示符。 访问呼叫中心的方法包括:从中心执行音频记录上的文本转录语音,确定从文本中识别用于呼叫的运营商的标识符,基于文本估计呼叫阶段,记录包含标识符的蚂蚁项 所述阶段和所述阶段的时间段将所述条目与包括在估计阶段期间的应用程序运行的信息的另一条目相关联以生成相关条目,以及基于相关条目来确定操作者的质量水平。