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System and methods for determining trends in electronic communications

  • US 10,419,611 B2
  • Filed: 09/29/2008
  • Issued: 09/17/2019
  • Est. Priority Date: 09/28/2007
  • Status: Active Grant
First Claim
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1. A node comprising:

  • a processor; and

    a non-transitory computer readable medium operably coupled thereto, which includes logic adapted to analyze a plurality of electronic communications between one or more customers of an organization and agents of a contact center comprising;

    instructions that, when executed, apply linguistic analysis to each electronic communication that occurs over a first predetermined time period to identify segments including words related to business or non-business categories within each electronic communication;

    instructions, that when executed, apply non-linguistic analysis to each electronic communication that occurs over the first predetermined time period, wherein the non-linguistic analysis includes at least one of a timing of each segment of each electronic communication, a determination of a position of each segment within each electronic communication, a determination of a quantity of each segment within each electronic communication, and a determination of an interaction between the one or more customers and agents within each electronic segment;

    instructions that, when executed, identify a pattern in each electronic communication based on the linguistic analysis and the non-linguistic analysis over the first predetermined time period;

    instructions that, when executed, determine a frequency for the pattern in each electronic communication over the first predetermined time period;

    instructions that, when executed, identify a first subset of communications from the plurality of electronic communications that are relevant based on the identified pattern and the determined frequency for the pattern over the first predetermined time period;

    instructions that, when executed, identify a second subset of communications that exhibit distress from the first subset of communications;

    instructions that, when executed, identify a trend in the second subset of communications over the first predetermined time period based on the determined frequency for the pattern and presence of distress;

    instructions that, when executed, display the identified trend on a graphical user interface; and

    instructions that, when executed, transmit the second subset of communications to relevant personnel of the organization, the second subset of communications being the most relevant communications relative to the plurality of electronic communications.

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