Abstract: A computer-implemented method is provided for quantitative performance evaluation of a call agent. The method comprises converting an audio recording of a call between the call agent and a customer to a text-based transcript and identifying at least one topic for categorizing the transcript. The method also includes retrieving a set of criteria associated with the topic. Each criterion correlates to a set of predefined questions for interrogating the transcript to evaluate the performance of the call agent with respect to the corresponding criterion. Each question captures a sub-criterion under the corresponding criterion. The method further includes inputting the predefined questions and the transcript into a trained large language model to obtain scores for respective ones of the predefined questions. Each score measures a degree of satisfaction of the performance of the call agent during the call with respect to the sub-criterion captured by the corresponding predefined question.

Abstract: Systems and methods are described herein for identifying diminished capacity of a voice call participant based on audio data analysis. A server generates an audio image based on an audio file comprising speech data corresponding to a first user on a voice call. The server determines a diminished capacity score based on one or more characteristics of the audio image analyzed using a deep learning classification model. The server applies a security protocol to an account associated with the first user when the diminished capacity score is at or above a threshold value. The server receives a transaction request corresponding to the account from the first user. The server processes the transaction request based on the security protocol applied to the account.

Abstract: Systems and methods are described herein for identifying diminished capacity of a voice call participant based on audio data analysis. A server generates an audio image based on an audio file comprising speech data corresponding to a first user on a voice call. The server determines a diminished capacity score based on one or more characteristics of the audio image analyzed using a deep learning classification model. The server applies a security protocol to an account associated with the first user when the diminished capacity score is at or above a threshold value. The server receives a transaction request corresponding to the account from the first user. The server processes the transaction request based on the security protocol applied to the account.