Communication channel customer journey

• US 10,582,056 B2
• Filed: 04/17/2019
• Issued: 03/03/2020
• 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:
  US16/386,511
• Publication Number:
  US 20190245974A1
• Time in Patent Office: 321 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 recording a computer conference H04L12/1831
• 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

A communication channel customer journey may involve receiving a first communication on a communication channel of a plurality of communication channels, wherein the first communication is associated with a contact, receiving at least one additional communication from the contact, wherein the at least one additional communication is on a same communication channel or is on a different communication channel of the plurality of communication channels, linking the first communication and the at least one additional communication by the contact, wherein linking involves storing information from at least one of a recording, a transcript, a copy of one or more of the first communication and the at least one additional communication, a language characteristic, an acoustic characteristic, a category, and a score, and enabling a user to navigate between all of the stored information for the first communication and the at least one additional communication.

Claims

1. A method of managing a customer journey, comprising:

receiving a first communication from a customer on a communication channel of a plurality of communication channels, wherein the first communication is associated with an enterprise;

receiving at least one additional communication from the customer, wherein the at least one additional communication is associated with the same enterprise and is on a same communication channel or is on a different communication channel of the plurality of communication channels;

analyzing the first communication and the at least one additional communication using a computer-based communications analytics facility for a language characteristic, a non-word symbol, and an acoustic characteristic;

analyzing the first communication and the at least one additional communication using a contextual analysis to obtain a context; and

determining a respective score associated with each of the first communication and the at least one additional communication using the language characteristic, the non-word symbol, the acoustic characteristic, and the context, wherein each score is a customer satisfaction score or a customer dissatisfaction score;

linking the first communication and the at least one additional communication as associated with the enterprise and being from the same customer, wherein linking involves storing information from at least one of a recording, a transcript, a copy of one or more of the first communication and the at least one additional communication, the language characteristic, or the acoustic characteristic, and storing the customer satisfaction or the dissatisfaction scores; and

enabling a user to navigate between all of the stored information for the first communication and the at least one additional communication in order to determine a cause of repeat contact for the customer with the enterprise based on the customer satisfaction or the dissatisfaction scores;

wherein the customer satisfaction or the dissatisfaction score is an aggregation of the language characteristic, the acoustic characteristic, and the non-word symbol.

2. The method of claim 1, wherein the plurality of communication channels comprise at least one of calls, chat, email, messaging, social media network, blogs, or surveys.

3. The method of claim 1, wherein the contextual analysis is done by a contextual module that is structured to examine the first communication and the at least one additional communication for specific language characteristics, non-word symbols, or acoustic characteristics that indicate potential contextual relevance to subsequent or prior specific language characteristics, non-word symbols, or acoustic characteristics of the first communication and the at least one additional communication and, monitor the subsequent or prior language characteristics, non-word symbols, or acoustic characteristics of the first communication and the at least one additional communication for such potential contextual relevance after receiving the specific language characteristics, non-word symbols, or acoustic characteristics that indicate the potential contextual relevance to the subsequent or prior language characteristics, non-word symbols, or acoustic characteristics.

4. The method of claim 1, wherein the customer satisfaction or the dissatisfaction score is based on a category for the first communication or the at least one additional communication, wherein the category is at least one of a behavior, a reason, a procedure, a competitor, a dissatisfaction, a transferred call, or a politeness.

5. The method 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 or energy of the words, a tone, an overtalk, a time lag between words or symbols, a time dependency between key words or phrases, an inter-word timing, an inter-word sequencing, an inter-word distance, an inflexion of words, or a temporal pattern.

6. The method of claim 1, wherein the language characteristic is at least one of a sentiment, a score, a text, an alternative text, a placeholder word used in redaction, a language pattern, a phoneme, a word, a phrase, a placeholder word used in redaction, or a confidence in word match.

7. The method of claim 6, wherein the language pattern is at least one of:

an order of occurrence of portions of the text, an order of occurrence of portions of the text within a time frame, a Boolean relationship of portions of the text, a specific location in the first communication or the at least one additional communication, or a proximity of a topic.