Real-time provision of guidance to sales-focused agents of a contact center based on identifiable background sounds
The technology disclosed herein enables provision of sales guidance to an agent on a real-time communication session based on background sound identified during the communication session. In a particular embodiment, a method includes receiving audio from a first endpoint operated by a first user. The audio is received over a real-time communication session established between the first endpoint and a second endpoint operated by an agent of a contact center. The method further includes identifying sound other than a voice of the first user from the audio and determining a characteristic of the first user indicated by the sound. During the communication session, the method includes providing sales guidance to the agent based on the characteristic.
1 . A method comprising:
in a computing system connected to a second endpoint;
receiving audio from a first endpoint operated by a first user, wherein the audio is received over a real-time communication session established between the first endpoint and the second endpoint operated by an agent of a contact center;
isolating sound other than a voice of the first user from the audio;
comparing the sound to a plurality of sound signatures from a plurality of known sources;
identifying a matching signature from the plurality of sound signatures that matches the sound, wherein the matching signature corresponds to a source of the known sources;
determining a characteristic of the first user indicated by the source; and
during the communication session, providing sales guidance to the agent based on the characteristic, wherein the sales guidance includes information to assist the agent to sell a product or service corresponding to the characteristic.
2 . The method of claim 1 , wherein providing the sales guidance comprises:
determining the information including an instruction for handling the first user based on the characteristic; and
presenting the instruction to the agent via the second endpoint.
3 . The method of claim 2 , wherein determining the instruction comprises:
determining an item corresponding to the characteristic in a push list, wherein the item is one of a plurality of items in the push list that correspond to different characteristics; and
generating the instruction, wherein the instruction directs the agent to push the item to the first user.
4 . The method of claim 2 , wherein determining the instructions comprises:
determining a cause of a change of behavior of the first user indicated by the characteristic; and
generating the instruction, wherein the instruction directs the agent on how to account for the change in view of the cause.
5 . The method of claim 4 , comprising:
identifying the change of behavior at substantially the same time as the sound.
6 . The method of claim 2 , wherein presenting the instruction comprises:
displaying the instruction to the agent from the second endpoint.
7 . The method of claim 2 , wherein presenting the instruction comprises:
audibly speaking the instruction to the agent from the second endpoint.
8 . The method of claim 1 , wherein providing the sales guidance comprises:
presenting an indicator of the characteristic to the agent from the second endpoint.
9 . The method of claim 1 , wherein the sales guidance includes a script for the agent to read over the communication session.
10 . The method of claim 1 , comprising:
isolating a second sound in the audio;
comparing the second sound to the plurality of sound signatures; and
in response to not finding a second matching signature from the plurality of sound signatures that matches the second sound, ignoring the second sound.
11 . An apparatus comprising:
one or more computer readable storage media;
a processing system operatively coupled with the one or more computer readable storage media; and
program instructions stored on the one or more computer readable storage media that, when read and executed by the processing system, direct the apparatus to:
receive audio from a first endpoint operated by a first user, wherein the audio is received over a real-time communication session established between the first endpoint and a second endpoint operated by an agent of a contact center;
isolate sound other than a voice of the first user from the audio;
compare the sound to a plurality of sound signatures from a plurality of known sources;
identify a matching signature from the plurality of sound signatures that matches the sound, wherein the matching signature corresponds to a source of the known sources;
determine a characteristic of the first user indicated by the source; and
during the communication session, provide sales guidance to the agent based on the characteristic, wherein the sales guidance includes information to assist the agent to sell a product or service corresponding to the characteristic.
12 . The apparatus of claim 11 , wherein to provide the sales guidance, the program instructions direct the apparatus to:
determine the information including an instruction for handling the first user based on the characteristic; and
present the instruction to the agent via the second endpoint.
13 . The apparatus of claim 12 , wherein to determine the instruction, the program instructions direct the apparatus to:
determine an item corresponding to the characteristic in a push list, wherein the item is one of a plurality of items in the push list that correspond to different characteristics; and
generate the instruction, wherein the instruction directs the agent to push the item to the first user.
14 . The apparatus of claim 12 , wherein to determine the instructions, the program instructions direct the apparatus to:
determine a cause of a change of behavior of the first user indicated by the characteristic; and
generate the instruction, wherein the instruction directs the agent on how to account for the change in view of the cause.
15 . The apparatus of claim 14 , wherein the program instructions direct the apparatus to:
identify the change of behavior at substantially the same time as the sound.
16 . The apparatus of claim 12 , wherein to present the instruction, the program instructions direct the apparatus to:
display the instruction to the agent from the second endpoint.
17 . The apparatus of claim 12 , wherein to present the instruction, the program instructions direct the apparatus to:
audibly speak the instruction to the agent from the second endpoint.
18 . The apparatus of claim 11 , wherein to provide the sales guidance, the program instructions direct the apparatus to:
present an indicator of the characteristic to the agent from the second endpoint.
19 . The apparatus of claim 11 , wherein the sales guidance includes a script for the agent to read over the communication session.
20 . One or more computer readable storage media having program instructions stored thereon that, when read and executed by a processing system, direct the processing system to:
receive audio from a first endpoint operated by a first user, wherein the audio is received over a real-time communication session established between the first endpoint and a second endpoint operated by an agent of a contact center;
isolate sound other than a voice of the first user from the audio;
compare the sound to a plurality of sound signatures from a plurality of known sources;
identify a matching signature from the plurality of sound signatures that matches the sound, wherein the matching signature corresponds to a source of the known sources;
determine a characteristic of the first user indicated by the source; and
during the communication session, provide sales guidance to the agent based on the characteristic, wherein the sales guidance includes information to assist the agent to sell a product or service corresponding to the characteristic.