System and methods for analyzing online forum language

• US 10,194,029 B2
• Filed: 04/03/2018
• Issued: 01/29/2019
• Est. Priority Date: 03/14/2013
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Danson, Christopher, Brown, Douglas, Gustafson, David, Warford, Roger, Moore, Melissa, Capers, Keene Hedges
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US15/944,472
• Publication Number:
  US 20180227421A1
• Time in Patent Office: 301 Days
• Field of Search: 37926501-26603
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04L 61/457 containing identifiers of data entities on a computer, e.g. file names
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/53 using third party service providers
• CPC Class Codes: H04M 2203/555 Statistics, e.g. about subscribers but not being call statistics
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0012 Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements

Abstract

Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving electronic customer communication data from one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic communication data includes comments posted on an online forum; determining that the comments include bot comments; identifying a customer associated with the received electronic customer communication data; generating behavioral assessment data for the received electronic customer communication data for the identified customer; and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.

Claims

1. A method for analyzing electronic customer communication data and generating behavioral assessment data, which method comprises:

receiving electronic customer communication data by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic customer communication data comprises comments posted on an online forum;

identifying a customer associated with the comments posted on the online forum;

generating behavioral assessment data for the identified customer;

storing the generated behavioral assessment data;

generating a responsive electronic communication to the comments posted on the online forum;

generating behavioral assessment data for the responsive electronic communication;

comparing the stored generated behavioral assessment data to the generated behavioral assessment data for the responsive electronic communication; and

displaying instructions to a user via a reporting engine, wherein the instructions are based on the comparison.

2. The method of claim 1, further comprising refining the stored generated behavioral assessment data.

3. The method of claim 2, wherein refining the stored generated behavioral assessment data comprises revising the stored generated behavioral assessment data to be consistent with patterns that occur in human interactions.

4. The method of claim 1, wherein the responsive electronic communication is based on the stored generated behavioral assessment data.

5. The method of claim 1, wherein the responsive electronic communication comprises a responsive e-mail, electronic post, social media feed or telephonic response.

6. The method of claim 1, further comprising selecting a customer service agent to respond to the received electronic customer communication data based on the stored generated behavioral assessment data.

7. The method of claim 1, wherein generating behavioral assessment data for the identified customer comprises applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data for the identified customer.

8. The method of claim 7, wherein the generated behavioral assessment data for the identified customer comprises a personality type of the identified customer.

9. The method of claim 1, wherein the one or more servers includes a third-party server adapted to send and receive communications.

10. The method of claim 9, wherein the third-party server hosts a social networking site.

11. The method of claim 10, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.

12. The method of claim 9, wherein the third-party server is configured to permit the user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

13. A behavioral assessment computer program product stored on a non-transitory computer readable medium including computer executable code for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user, where the computer program product comprises instructions that, when executed:

receive, by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, a plurality of types of electronic customer communication data, wherein at least one of the types of electronic customer communication data includes comments posted on an online forum;

identify, by the one or more servers, a customer associated with comments posted on the online forum;

analyze, by the one or more servers, the comments posted on the online forum for the identified customer;

generate, by the one or more servers, behavioral assessment data for the identified customer;

store, by the one or more servers, the generated behavioral assessment data;

generate, by the one or more servers, a responsive electronic communication to the comments posted on the online forum;

generate, by the one or more servers, behavioral assessment data for the responsive electronic communication;

compare, by the one or more servers, the stored generated behavioral assessment data to the generated behavioral assessment data for the responsive electronic communication; and

display, by the one or more servers, instructions to a user via a reporting engine, wherein the instructions are based on the comparison.

14. The behavioral assessment computer program product of claim 13, further comprising instructions that, when executed, refine the stored generated behavioral assessment data.

15. The behavioral assessment computer program product of claim 14, wherein the instructions that refine the stored generated behavioral assessment data comprise instructions that, when executed, revise the stored generated behavioral assessment data to be consistent with patterns that occur in human interactions.

16. The behavioral assessment computer program product of claim 13, wherein the responsive electronic communication is based on the stored generated behavioral assessment data.

17. The behavioral assessment computer program product of claim 13, further comprising instructions that, when executed, select a customer service agent to respond to the received electronic customer communication data based on the stored generated behavioral assessment data.

18. The behavioral assessment computer program product of claim 17, wherein the instructions that, when executed, select a customer service agent comprise instructions that, when executed, apply a predetermined linguistic-based psychological behavioral model to the electronic customer communication data for the identified customer.

19. The behavioral assessment computer program product of claim 18, wherein the stored generated behavioral assessment data comprises a personality type of the identified customer.

20. The behavioral assessment computer program product of claim 13, wherein the one or more servers include a third-party server adapted to send and receive communications.

21. The behavioral assessment computer program product of claim 20, wherein the third-party server hosts a social networking site.

22. The behavioral assessment computer program product of claim 21, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.

23. The behavioral assessment computer program product of claim 20, wherein the third-party server is configured to permit the user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

24. A system configured to analyze customer communications and display instructions to a user based on behavioral assessment data from the customer communications, which system comprises:

a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises;

instructions that, when executed, receive a plurality of types of electronic customer communication data, wherein at least one of the types of electronic customer communication data includes comments posted on an online forum;

instructions that, when executed, identify a customer associated with the comments posted on the online forum;

instructions that, when executed, generate behavioral assessment data for the identified customer by analyzing the comments posted on the online forum;

instructions that, when executed, store the generated behavioral assessment data;

instructions that, when executed, generate and display a responsive electronic communication via a reporting engine, wherein the responsive electronic communication is based on the stored generated behavioral assessment data;

instructions that, when executed, generate behavioral assessment data for the responsive electronic communication;

instructions that, when executed, compare the stored generated behavioral assessment data to the generated behavioral assessment data for the responsive electronic communication; and

instructions that, when executed, display instructions to a user via the reporting engine, wherein the instructions are based on the comparison.

25. The system of claim 24, wherein the plurality of instructions further comprise instructions that, when executed, refine the stored generated behavioral assessment data.

26. The system of claim 25, wherein the instructions that refine the stored generated behavioral assessment data comprise instructions that, when executed, revise the comments posted on the online forum to be consistent with patterns that occur in human interactions.

27. The system of claim 24, wherein the plurality of instructions further instructions that, when executed, select a customer service agent to respond to the received electronic customer communication data based on the stored generated behavioral assessment data.