Enhancing contact center calculations based on real-time speech analytics

Abstract

System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.

What is claimed is: 
     
         1 . A method to calculate an expected waiting time (EWT) of a contact in a contact center, comprising:
 monitoring, by a processor, a content of a present communication session;   providing, by the processor, a policy adherence display comprising a plurality of required statements for the present communication session;   based on detection of one or more of the plurality of required statements in the content of the present communication session:
 dynamically updating, by the processor, the policy adherence display to indicate detection of the one or more required statements; and 
 estimating, by the processor, based on the detection of the one or more required statements, a point of progress of the present communication session; 
   comparing, by the processor, the point of progress of the present communication session to a historical statistic;   calculating, by the processor, based on the comparison, a projection of a duration of a remainder of the present communication session; and   providing, by the processor, the EWT to a communications circuit.   
     
     
         2 . The method of  claim 1 , wherein calculating the projection comprises calculating an average EWT based on the comparison with the historical statistic and wherein:
 the communications circuit is associated with the contact; and   the EWT provided to the communications circuit comprises the average EWT plus one standard deviation.   
     
     
         3 . The method of  claim 1 , wherein calculating the projection comprises calculating an average EWT based on the comparison with the historical statistic and wherein:
 the communications circuit is associated with one or more contact center applications; and   the EWT provided to the communications circuit comprises the average EWT.   
     
     
         4 . The method of  claim 1 , wherein the plurality of required statements comprise two or more categories of statements and wherein calculating the projection comprises weighting the projection based on:
 (i) a number of required statements within each of the two or more categories that have been detected; and   (ii) a number of remaining required statements within each of the two or more categories.   
     
     
         5 . The method of  claim 1 , further comprising:
 implementing, by the processor, a speech search plug-in;   monitoring, by the processor via the speech search plug-in, a speech signal from the present communication session; and   based on the monitoring, detecting, by the processor, one or more predetermined phrases.   
     
     
         6 . The method of  claim 5 , further comprising:
 transmitting, by the processor, to a desktop client of a supervisor, an indication related to detection of the one or more predetermined phrases.   
     
     
         7 . The method of  claim 5 , further comprising:
 based on the detection of the one or more predetermined phrases, dynamically triggering, by the processor, a workflow process to update a database comprising information related to the contact.   
     
     
         8 . The method of  claim 1 , wherein the plurality of required statements comprise one or more first required statements that are provided by a contact center resource to the contact and one or more corresponding second required statements that are provided by the contact to the contact center resource, the method further comprising:
 monitoring, by the processor via a speech search plug-in, a speech signal from the present communication session;   matching, by the processor via the speech search plug-in, a particular one of the second required statements to a particular one of the first required statements; and   updating, by the processor, based on the matching, a metric contained in a profile comprising information related to the contact, wherein the metric relates to an amount of time required by the contact to provide the particular one of the second required statements.   
     
     
         9 . The method of  claim 8 , wherein the point of progress is estimated based on the matching of the particular one second required statement to the particular one first required statement. 
     
     
         10 . The method of  claim 1 , wherein the plurality of required statements comprise a plurality of first required statements that are provided by the contact to a contact center resource, the method further comprising:
 determining, by the processor, a number of the first required statements that have been detected; and   dynamically updating, by the processor, the EWT based on a number of the first required statements that are remaining.   
     
     
         11 . A system to calculate an expected waiting time (EWT) of a contact in a contact center, comprising:
 a memory device storing executable instructions; and   a processor in communication with the memory device, wherein the processor when executing the executable instructions:
 monitors a content of a present communication session; 
 provides a policy adherence display comprising a plurality of required statements for the present communication session; 
 based on detection of one or more of the plurality of required statements in the content of the present communication session:
 dynamically updates the policy adherence display to indicate detection of the one or more required statements; and 
 estimates, based on the detection of the one or more required statements, a point of progress of the present communication session; 
 
 compares the point of progress of the present communication session to a historical statistic; 
 calculates based on the comparison, a projection of a duration of a remainder of the present communication session; and 
 provides the EWT to a communications circuit. 
   
     
     
         12 . The system of  claim 11 , wherein calculating the projection comprises calculating an average EWT based on the comparison with the historical statistic and wherein:
 the communications circuit is associated with the contact; and   the EWT provided to the communications circuit comprises the average EWT plus one standard deviation.   
     
     
         13 . The system of  claim 11 , wherein calculating the projection comprises calculating an average EWT based on the comparison with the historical statistic and wherein:
 the communications circuit is associated with one or more contact center applications; and   the EWT provided to the communications circuit comprises the average EWT.   
     
     
         14 . The system of  claim 11 , wherein the plurality of required statements comprise two or more categories of statements and wherein calculating the projection comprises weighting the projection based on:
 (i) a number of required statements within each of the two or more categories that have been detected; and   (ii) a number of remaining required statements within each of the two or more categories.   
     
     
         15 . The system of  claim 11 , wherein the processor executes the executable instructions to implement a speech search plug-in to:
 monitor a speech signal from the present communication session; and   based on the monitoring, detect one or more predetermined phrases.   
     
     
         16 . The system of  claim 15 , wherein the processor when executing the executable instructions:
 transmits, to a desktop client of a supervisor, an indication related to detection of the one or more predetermined phrases.   
     
     
         17 . The system of  claim 15 , wherein the processor when executing the executable instructions:
 dynamically triggers, based on the detection of the one or more predetermined phrases, a workflow process to update a database comprising information related to the contact.   
     
     
         18 . The system of  claim 11 , wherein the plurality of required statements comprise one or more first required statements that are provided by a contact center resource to the contact and one or more corresponding second required statements that are provided by the contact to the contact center resource, the processor executing the executable instructions to implement a speech search plug-in to:
 monitor a speech signal from the present communication session;   match a particular one of the second required statements to a particular one of the first required statements; and   update, based on the matching, a metric contained in a profile comprising information related to the contact, wherein the metric relates to an amount of time required by the contact to provide the particular one of the second required statements.   
     
     
         19 . The system of  claim 18 , wherein the point of progress is estimated based on the matching of the particular one second required statement to the particular one first required statement. 
     
     
         20 . The system of  claim 11 , wherein the plurality of required statements comprise a plurality of first required statements that are provided by the contact to a contact center resource and wherein the processor when executing the executable instructions:
 determines a number of the first required statements that have been detected; and   dynamically updates the EWT based on a number of the first required statements that are remaining.