Patents by Inventor Taylor Brennan

Taylor Brennan has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • System and method for automatic quality management in a contact center environment
    Patent number: 10652391
    Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.
    Type: Grant
    Filed: September 22, 2017
    Date of Patent: May 12, 2020
    Inventors: Derek M. Miller, Taylor Brennan
  • System and method for automatic quality management in a contact center environment
    Patent number: 10375241
    Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and controlling, by the processor, a workforce management server to assign a training session to the agent of the contact center.
    Type: Grant
    Filed: September 22, 2017
    Date of Patent: August 6, 2019
    Inventors: Derek M. Miller, Taylor Brennan
  • SYSTEM AND METHOD FOR AUTOMATIC QUALITY MANAGEMENT IN A CONTACT CENTER ENVIRONMENT
    Publication number: 20180091654
    Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and controlling, by the processor, a workforce management server to assign a training session to the agent of the contact center.
    Type: Application
    Filed: September 22, 2017
    Publication date: March 29, 2018
    Inventors: Derek M. Miller, Taylor Brennan
  • SYSTEM AND METHOD FOR AUTOMATIC QUALITY MANAGEMENT IN A CONTACT CENTER ENVIRONMENT
    Publication number: 20180091653
    Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.
    Type: Application
    Filed: September 22, 2017
    Publication date: March 29, 2018
    Inventors: Derek M. Miller, Taylor Brennan