SYSTEM AND METHOD FOR AUTOMATED AGENT ASSISTANCE WITHIN A CLOUD-BASED CONTACT CENTER

1 . A method of analyzing a call center communication between an agent and a customer to determine compliance with communication policies, the method comprising:

receiving a current communication voice between a customer and an agent;

parsing the current voice communication using a natural language processing module;

bifurcating the current voice communication into a voice of the agent and a voice of the customer; and

applying rules to the voice of the agent to determine if the agent articulates at least one of prohibited words, competitors of the call center user, talks at an undesired speed, discusses other products, promoted violence and/or discusses personal issues.

2 . The method of claim 1 , wherein the bifurcating includes creating a first channel including the voice of the customer and a second channel including the voice of the agent.

3 . The method of claim 1 , wherein the bifurcating includes analyzing time that the agent and customer talks or listens.

4 . The method of claim 1 , further comprising:

processing the voice of the customer to determine characteristics of the customer; and

adding the characteristics of the customer to a record in the database associated with the customer.

5 . A method for enhancing a database in a call center to group communication records into relevant groups and thereby provide agents of the call center with information relevant to a current communication, the method comprising:

receiving multiple communications, each communication being between a customer and an agent;

bifurcating the current voice communication into a voice of the agent and a voice of the customer;

for each of the communications,

determining a time of the communication,

determining a duration,

determining a topic of the communication,

determining a frequency of at least one keyword used in the communication by the agent;

determining a frequency of at least one keyword used in the communication by the agent; and

creating a vector of the communication based on the results of each of the determining steps; and

clustering the communications in the database based on the vector of each communication.

6 . The method of claim 5 , wherein the bifurcating includes creating a first channel including the voice of the customer and a second channel including the voice of the agent.

7 . The method of claim 5 , wherein the bifurcating includes analyzing time that the agent and customer talks or listens.

8 . The method of claim 5 , further comprising:

processing the voice of the customer to determine characteristics of the customer; and

adding the characteristics of the customer to a record in the database associated with the customer.

9 . A system for analyzing a call center communication between an agent and a customer to determine compliance with communication policies, the system comprising:

a processor; and

a memory device operatively coupled to the processor and storing instructions which, when executed by the processor, cause the processor to:

receive a current communication voice between a customer and an agent;

parse the current voice communication using a natural language processing module;

bifurcate the current voice communication into a voice of the agent and a voice of the customer; and

apply rules to the voice of the agent to determine if the agent articulates at least one of prohibited words, competitors of the call center user, talks at an undesired speed, discusses other products, promoted violence and/or discusses personal issues.

10 . The system of claim 9 , wherein the bifurcating includes creating a first channel including the voice of the customer and a second channel including the voice of the agent.

11 . The system of claim 9 , wherein the bifurcating includes analyzing time that the agent and customer talks or listens.

12 . The system of claim 9 , wherein the processor processes the voice of the customer to determine characteristics of the customer and adds the characteristics of the customer to a record in the database associated with the customer.

13 . A system for enhancing a database in a call center to group communication records into relevant groups and thereby provide agents of the call center with information relevant to a current communication, the method comprising:

a processor; and

a memory device operatively coupled to the processor and storing instructions which, when executed by the processor, cause the processor to:

receive multiple communications, each communication being between a customer and an agent;

bifurcate the current voice communication into a voice of the agent and a voice of the customer;

for each of the communications,

determine a time of the communication,

determine a duration,

determine a topic of the communication,

determine a frequency of at least one keyword used in the communication by the agent;

determine a frequency of at least one keyword used in the communication by the agent; and

create a vector of the communication based on the results of each of the determining steps; and

cluster the communications in the database based on the vector of each communication.

14 . The system of claim 13 , wherein the bifurcating includes creating a first channel including the voice of the customer and a second channel including the voice of the agent.

15 . The system of claim 13 , wherein the bifurcating includes analyzing time that the agent and customer talks or listens.

16 . The system of claim 13 , wherein the processor processes the voice of the customer to determine characteristics of the customer and adds the characteristics of the customer to a record in the database associated with the customer.