Promise management apparatus and method

1. A computer-implemented method for managing promises, the method comprising:

automatically transcribing, using an automatic speech recognition engine, a call between a caller and an agent, based on real-time call stream of the call, wherein the caller calls the agent for resolution of a concern using the promises management apparatus;

automatically extracting, using a natural language processing engine, in real-time a promise made by the agent to the caller based on the transcript of the call;

generating promises data comprising a timeline and an action; and

displaying the promises data in a graphical user interface (GUI).

2. The method of claim 1 , wherein the promises data further comprises a mode of execution, which comprises a mode of communication employed to communicate with the caller, a rank of an agent assigned to communicate with the caller, and a place of origin of the communication to the caller.

3. The method of claim 1 further comprising:

storing the promises data in a datastore; and

retrieving the promises data from the datastore.

4. The method of claim 1 , wherein displaying the promise data in the GUI comprises displaying in one or more fields of the GUI:

a status for a day;

a first call resolution (FCR) board;

a list of one or more promises; and

a status of the one or more promises.

5. The method of claim 4 , wherein the FCR board comprises one or more performance metrices of the agent.

6. The method of claim 5 , wherein the one or more performance metrices comprise a customer satisfaction (CSAT) score, an FCR score, a repeat call score, and a customer churn score.

7. The method of claim 6 , wherein the one or more performance metrices of an agent are sent to a supervisor of the agent.

8. The method of claim 4 , wherein the status of a promise comprises an action taken towards fulfillment of a promise, a further action necessary to fulfil the promise, a timeline for taking of the further action, and identification of an agent assigned to take the further action.

9. The method of claim 1 further comprising:

generating a report for a quality manager or a supervisor of the agent based on promises data stored in the datastore; and

sending the report to the quality manager or the supervisor.

10. A computing apparatus comprising:

at least one processor; and

a memory storing instructions that, when executed by the at least one processor, configure the apparatus to:

automatically transcribe, using an automatic speech recognition engine, a call between a caller and an agent, based on real-time call stream of the call, wherein the caller calls the agent for resolution of a concern using the promises management apparatus;

automatically extract, using a natural language processing engine, in real-time a promise made by the agent to the caller based on the transcript of the call;

generate promises data comprising a timeline and an action; and

display the promises data in a graphical user interface (GUI).

11. The computing apparatus of claim 10 , wherein the promises data further comprises a mode of execution, which comprises a mode of communication employed to communicate with the caller, a rank of an agent assigned to communicate with the caller, and a place of origin of the communication to the caller.

12. The computing apparatus of claim 10 :

store the promises data in a datastore; and

retrieve the promises data from the datastore.

13. The computing apparatus of claim 10 , wherein display the promise data in the GUI comprises displaying in one or more fields of the GUI:

a status for a day;

a first call resolution (FCR) board;

a list of one or more promises; and

a status of the one or more promises.

14. The computing apparatus of claim 13 , wherein the FCR board comprises one or more performance metrices of the agent.

15. The computing apparatus of claim 14 , wherein the one or more performance metrices comprise a customer satisfaction (CSAT) score, an FCR score, a repeat call score, and a customer churn score.

16. The computing apparatus of claim 15 , wherein the one or more performance metrices of an agent are sent to a supervisor of the agent.

17. The computing apparatus of claim 13 , wherein the status of a promise comprises an action taken towards fulfillment of a promise, a further action necessary to fulfil the promise, a timeline for taking of the further action, and identification of an agent assigned to take the further action.

18. The computing apparatus of claim 10 :

generate a report for a quality manager or a supervisor of the agent based on promises data stored in the datastore; and

send the report to the quality manager or the supervisor.

19. A non-transitory computer-readable storage medium, the computer-readable storage medium including instructions that when executed by a computer, cause the computer to:

automatically transcribe, using an automatic speech recognition engine, a call between a caller and an agent, based on real-time call stream of the call, wherein the caller calls the agent for resolution of a concern using the promises management apparatus;

automatically extract, using a natural language processing engine, in real-time a promise made by the agent to the caller based on the transcript of the call;

generate promises data comprising a timeline and an action; and

display the promises data in a graphical user interface (GUI).

20. The computer-readable storage medium of claim 19 , wherein the instructions further cause the computer to:

store the promises data in a datastore; and

retrieve the promises data from the datastore.