US Patent 11089157 Agent speech coaching management using speech analytics

Agents are coached to improve their performance by participation in a speech coaching campaign. In one embodiment, an administrator identifies top and bottom performing agents, and retrieves their voice call recordings that are processed by a speech analytics system to produce word clouds corresponding to desirable and undesirable phrases. After reviewing and potentially editing the word clouds, a set of desirable and undesirable operational phrases are created, which the agent should use, or not use, during a call. A speech analytics system is configured to detect the presence of these operational phrases for an agent when the agent is on a call. The agent may review information depicting how well they are utilizing the desirable phrases and avoiding the undesirable phrases, and points may be allocated reflecting the agent's usage. The points may be processed by a gamification system to incentivize the agent to improve their performance.