Automatic disclosure detection
View Patent ↗A method of detecting pre-determined phrases to determine compliance quality includes determining whether a precursor event has occurred based on a comparison between stored pre-determined phrases and a received communication, and determining a compliance rating based on a presence of a pre-determined phrase associated with the precursor event in the communication.
1. A method of detecting pre-determined phrases to determine compliance quality, comprising:
storing a plurality of pre-determined phrases in association with a precursor event;
receiving an audible input, from communication devices of a caller and an agent, in a communication over a communications network;
determining, by a processor of a computer facilitating the communication, an occurrence of the precursor event based on the communication;
determining, by the processor, whether a pre-determined phrase of the plurality of pre-determined phrases associated with the precursor event is present in the audible input received; and
determining, by the processor, a compliance rating of the agent, based on a presence of the pre-determined phrase associated with the precursor event in the communication, for evaluating the agent.
2. The method of claim 1 ,
wherein the determining the occurrence of the precursor event comprises:
determining whether a trigger phrase associated with the precursor event is present in the audible input received.
3. The method of claim 1 ,
wherein the determining whether a pre-determined phrase of the plurality of pre-determined phrases associated with the precursor event is present in the audible input received comprises:
selecting a phrase of the plurality of pre-determined phrases associated with the precursor event,
comparing the pre-determined phrase selected with the audible input received, and
determining whether the pre-determined phrase selected is present in the audible input received.
4. The method of claim 1 ,
wherein the audible input received is transcribed.
5. The method of claim 4 ,
wherein the audible input received is transcribed in real-time.
6. The method of claim 1 , further comprising:
computing a compliance quality score based on a computation of a percentage match between the predetermined phrase and the audible input received.
7. The method of claim 6 , wherein the determining a compliance rating comprises:
comparing the compliance quality score computed to a pre-determined threshold,
if the compliance quality score computed exceeds the pre-determined threshold, outputting a positive compliance quality score, and
if the compliance quality score computed fails to meet the pre-determined threshold, outputting a negative compliance quality score.
8. The method of claim 1 , wherein the compliance rating determines compliance with a corporate directed mandate.
9. The method of claim 1 , wherein the compliance rating determines a regulatory compliance.
10. The method of claim 1 , wherein the compliance rating determines a training quality compliance.
11. The method of claim 1 , wherein the precursor event is an offer by the agent.
12. The method of claim 1 , wherein the precursor event is a request by the caller.
13. The method of claim 1 , further comprising:
selecting the precursor event to monitor.
14. A method of detecting pre-determined phrases to determine compliance quality, comprising:
storing a plurality of pre-determined phrases in association with an event;
receiving an audible input, from communication devices of a caller and an agent, in a communication over a communications network;
determining, by a processor of a computer facilitating the communication, an occurrence of the event based on the communication;
determining, by the processor, whether a pre-determined phrase of the plurality of pre-determined phrases associated with the event is present in the audible input received; and
determining, by the processor, a compliance rating of the agent, based on a presence of the pre-determined phrase associated with the event and the determination of the occurrence of the event, for evaluating the agent.
15. The method of claim 14 , wherein the determining the occurrence of the event comprises:
retrieving account information of the caller based on the communication, and
determining whether a change in the account information has occurred based on the communication.
16. The method of claim 14 , further comprising:
selecting the event to monitor.
17. The method of claim 14 , wherein the event is a geographic origination of the audible input received.
18. The method of claim 14 , wherein the event is a call from a particular product.
19. The method of claim 14 , wherein the event is a specific date of a call.
20. The method of claim 14 , wherein the event is an attribute included in account information of the caller.