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Biometric Monitoring, Alerting, Reporting, and Analysis of Contact Center Agents

IP.com Disclosure Number: IPCOM000230019D
Publication Date: 2013-Aug-13
Document File: 1 page(s) / 48K

Publishing Venue

The IP.com Prior Art Database

Abstract

Through a combination of a wearable device that can accurately and easily measure heart rate, blood pressure, perspiration and body temperature, and a headset, and software, we could develop a solution that captures these biometrics of agents for the purpose of providing audio (and visual – on the desktop computer of the agent) feedback to the agents themselves, so they are at least consciously made aware of their reaction to a situation, giving them a chance to relax. Additionally, the biometric sensors could be built directly into a headset. Also, this is a real-time system to allow Contact Center managers to get alerted when certain thresholds they set are exceeded by any specific agent. They can also use it to do historical analysis to help determine correlations that may be useful in running their business, e.g., a slightly elevated heart rate is correlated with the best customer satisfaction survey results, but high heart rates are inversely correlated with customer satisfaction. They could also use such a system to detect possible health status of their employees. This could help them excuse workers until they are well again to help avoid contagion to the rest of the workforce.

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INVENTION DISCLOSURE FORM

Biometric Monitoring, Alerting, Reporting and Analysis of Contact Center Agents

2. Application / Relation to Current Projects


3. Field of the Invention:

This is not a single point product but a combination of headset, wearable device (like a wristband), and software. The most obvious application would be in Contact Centers.


4. Background:

Contact center operators are under constant pressure to ensure high quality interactions between their agents and the customers. They use a variety of tools, both real-time and non-real time, to try to accomplish this goal. They ask customers to take surveys, they look at key words, emotional tone of the conversation, etc… One of the world's largest contact center outsourcer has indicated that getting biometric data on agents is very interesting to them. They see it as a way to provide even more information in real-time to assess the quality of customer interactions.


5. Previous Solutions:

6. Description of the Invention:

Through a combination of a wearable device that can accurately and easily measure heart rate, blood pressure, perspiration and body temperature, and a headset, and software, we could develop a solution that captures these biometrics of agents for the purpose of providing audio (and visual - on the desktop computer of the agent) feedback to the agents themselves, so they are at least consciously made aware of their reaction to a situation, giving them a chance to relax. Additionally,...