Real-time compliance monitoring facility

• US 10,313,520 B2
• Filed: 06/28/2016
• Issued: 06/04/2019
• Est. Priority Date: 01/08/2014
• Status: Active Grant

• Current Assignee: CallMiner, Inc.
• Original Assignee: CallMiner, Inc.
• Inventors: Dwyer, Michael C., Strand, Erik A., Wolf, Scott R., Salinas, Frank, Gallino, Jeffrey A., Kendrick, Scott A., Xue, Shaoyu
• Primary Examiner(s): Nguyen, Phung-Hoang J
• Application Number:
  US15/194,742
• Publication Number:
  US 20170026514A1
• Time in Patent Office: 1,071 Days
• CPC Class Codes: G06F 21/6254 by anonymising data, e.g. decorrelating personal data from the owner's identification
• CPC Class Codes: G06F 40/279 Recognition of textual entities
• CPC Class Codes: G06F 40/30 Semantic analysis
• CPC Class Codes: G10L 15/02 Feature extraction for speech recognition; Selection of recognition unit
• CPC Class Codes: G10L 15/1815 Semantic context, e.g. disambiguation of the recognition hypotheses based on word meaning
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 15/30 Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 25/72 for transmitting results of analysis
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/303 Marking
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Disclosed herein is a system that provides analysis of language or acoustic characteristics of a communication including a receiver and a computer-based communications analytics facility including at least one of: a language analysis module for analyzing the communication for at least one of a language characteristic and a non-word symbol within the communication text that connotes a verbal element, an acoustic analysis module for analyzing the communication for an acoustic characteristic, and a contextual module for analyzing a context of words within the communication. The system also includes a determination module for determining an alert associated with the communication using at least one of the language characteristic, the non-word symbol, the acoustic characteristic, and the context, wherein the alert concerns a presence or an absence of specific language; and an interface for displaying at least one visual, textual, or numerical indication representative of the alert.

Claims

1. A system that provides analysis of language or acoustic characteristics of a communication, comprising:

a receiver for receiving the communication;

a computer-based communications analytics facility for evaluating the received communication, comprising a contextual module for analyzing a context of words within the communication by examining the received communication for specific words or numbers that trigger potential contextual relevance to subsequent or prior specific words or numbers of the communication and, in realtime, monitoring the subsequent or prior words or numbers of the communication for such potential contextual relevance after receiving the specific words or numbers that trigger the potential contextual relevance to the subsequent or prior words or numbers;

a determination module for determining an alert associated with the communication using at least one of a language characteristic, a non-word symbol, an acoustic characteristic, and the potential contextual relevance, wherein the alert concerns a presence or an absence of specific language;

an interface for displaying at least one visual, textual, or numerical indication representative of the alert;

a server that is triggered by the alert to deliver content to the interface;

wherein the content is related to the specific language, and wherein the content is delivered through an informational fly-out relevant to the language during the communication, and the content comprises up-sell suggestions; and

an AB testing module that compares the communication to a baseline to highlight a characteristic of the communication that correlates with a successful up-sell after the up-sell suggestion was delivered.

2. The system of claim 1, wherein the interface enables one or more intervention actions in response to the alert.

3. The system of claim 2, wherein the one or more intervention actions comprise delivering a communication to a participant in the communication.

4. The system of claim 2, wherein the one or more intervention actions are user configurable.

5. The system of claim 1, wherein the acoustic characteristic is at least one of a stress of words, an aggregated stress of a plurality of words, an agitation, a tempo, a change in tempo, an amount of silence, a silence between words, a gain in volume of words, a gain of energy of words, a tone, an overtalk, a time lag between words, a time dependency between key words and phrases, an inter-word timing, an inflexion of words, and a temporal pattern.

6. The system of claim 1, wherein the language characteristic is at least one of a sentiment, a regulation compliance, a score, a text, an alternative text and a confidence in word match.

7. The system of claim 1, wherein the at least one visual indication is at least one of a blinking, a vibrating, a shaking, a pulsing, a movement, a color, a color change, a category label, a score, and a sentiment.

8. The system of claim 1, wherein the analysis for the presence or absence of specific words or numbers comprises identifying whether a required statement has been spoken within a specific time period.

9. The system of claim 8, wherein the required statement is constructed to satisfy at least one of a legal requirement and a procedural requirement.

10. The system of claim 1, wherein the analysis for the presence or absence of specific words or numbers comprises identifying a use of profanity or identifying an absence of compliance scripts.

11. The system of claim 1, wherein the communication is at least in part at least one of a voice communication, a voice mail, a chat, an email, a blog post, a survey, a social media post, an IVR session, and an SMS.

12. The system of claim 11, wherein the system is adapted to convert the voice communication to text using a computer-based speech recognition module, before analyzing the communication for the language characteristic.

13. The system of claim 11, wherein the voice communication is selected from the group consisting of telephonic communication, VoIP, TDM and SIP.

14. The system of claim 11, wherein analyzing the voice communication comprises matching portions of converted text to text strings, wherein the text strings include key words and phrases.

15. The system of claim 1, wherein the computer-based communications analytics facility further comprises a metadata module for determining metadata of the communication.

16. The system of claim 15, wherein the metadata is at least one of a speaker, an agent data, an agent grouping, a call handling location, a time and date of call, a department, a skill or queue, a pertinent IVR path data, and a call length.

17. The system of claim 15, wherein the determination module additionally uses the metadata for determining the alert associated with the communication.

18. The system of claim 1, wherein one or more of the language characteristic, the acoustic characteristic, and a system metadata are used to determine with which procedure, requirement, or regulation to comply.

19. The system of claim 18, wherein determining with which procedure, requirement, or regulation to comply includes assigning a category to the communication based on the one or more language characteristic, acoustic characteristic, and system metadata.

20. The system of claim 1, wherein the non-word symbol is at least one of an emoticon, a capitalization, a punctuation, an ellipsis, and a spacing.

21. The system of claim 1, wherein the determination module further determines at least one of a category and a score associated with the communication using at least one of the language characteristic, the non-word symbol, the acoustic characteristic, and the context.

22. The system of claim 21, wherein at least one of the category, the score and the alert enables automatically monitoring at least one of a customer satisfaction, a compliance, an agent performance, and a performance indicator.

23. The system of claim 1, wherein the receiver receives the communication in near real-time or real-time relative to an origination of the communication.

24. The system of claim 1, wherein the computer-based communications analytics facility evaluates the communication in near real-time or real-time relative to a receipt of the communication.

25. The system of claim 1, wherein the determination module uses at least one compliance rule for determining the alert.

26. The system of claim 25, wherein the at least one compliance rule is user configurable.

27. The system of claim 1, further comprising, wherein the system tracks alerts associated with various agents and agent teams to understand a compliance level of various agents and agent teams and identify potentially problematic areas.

28. The system of claim 1, wherein the computer-based communications analytics facility for evaluating the received communication further comprises:

a language analysis module for analyzing the communication for at least one of a language characteristic and a non-word symbol within the communication that connotes a verbal element, and

an acoustic analysis module for analyzing the communication for an acoustic characteristic.

29. The system of claim 1, wherein the computer-based communications analytics facility for monitoring the subsequent or prior words or numbers of the communication for potential contextual relevance redacts the subsequent or prior words or numbers from a recorded copy of the communication based upon the contextual relevance of the received specific words or numbers that trigger the potential contextual relevance.

30. The system of claim 1, wherein the content delivered comprises procedures related to the language during the communication.

31. The system of claim 1, wherein the content delivered comprises procedures related to the absence of language detected during the communication.

32. The system of claim 1, wherein the content delivered comprises procedures related to the presence of language detected during the communication.