System for automated call analysis using context specific lexicon
First Claim
1. A system comprising:
- a memory to store instructions;
a processor, communicatively coupled to the memory, that executes or facilitates execution of the instructions, the instructions comprising;
a recording component configured to record a plurality of telephonic conversations between a plurality of first conversation participants and a plurality of second conversation participants;
a lexicon component that defines a plurality of context specific lexicons, wherein each of the plurality of context specific lexicons includes elements associated with one of a plurality of unique conversation segments;
an analysis component configured to perform automatic speech recognition on the telephonic conversation to identify elements of the context specific lexicons, the analysis component further configured to associate each identified element with a time location within the telephonic conversation at which the element occurred;
the analysis component further configured to determine a frequency of occurrence of the elements of each context specific lexicon associated with the corresponding unique conversation segment to identify transitions between the unique conversation segments; and
a scoring component configured to determine a duration of each unique conversation segment based on the identified transitions between the unique conversation segments based on the frequencies of occurrence of the elements of the context specific lexicons associated with the corresponding unique conversation segments;
the scoring component further configured to automatically calculate at least one key performance indicator (KPI) associated with a quality factor of the plurality of telephonic conversations based on the determined duration of each unique conversation segment; and
a display component configured to display the at least one KPI to allow a person to review the at least one KPI to determine if one or more of the plurality of first conversation participants involved in the at least one conversation requires further training to improve a handling of the plurality of telephonic conversations.
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Abstract
A system and method for automated call analysis using context specific lexicons. A system includes memory and a processor configured to executed instructions. The system includes a recording component, a lexicon component, an analysis component, and a display component. The lexicon component defines a plurality of context specific lexicons, with each context specific lexicon having elements associated with one of a plurality of unique conversation segments. The analysis component configured to identify elements of the context specific lexicons, and associate each identified element with a time location in a telephonic conversation. The display component configured to graphically present a multi-line graph such that the intersections of the lines indicate transitions between the unique conversation segments.
17 Citations
17 Claims
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1. A system comprising:
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a memory to store instructions; a processor, communicatively coupled to the memory, that executes or facilitates execution of the instructions, the instructions comprising; a recording component configured to record a plurality of telephonic conversations between a plurality of first conversation participants and a plurality of second conversation participants; a lexicon component that defines a plurality of context specific lexicons, wherein each of the plurality of context specific lexicons includes elements associated with one of a plurality of unique conversation segments; an analysis component configured to perform automatic speech recognition on the telephonic conversation to identify elements of the context specific lexicons, the analysis component further configured to associate each identified element with a time location within the telephonic conversation at which the element occurred; the analysis component further configured to determine a frequency of occurrence of the elements of each context specific lexicon associated with the corresponding unique conversation segment to identify transitions between the unique conversation segments; and a scoring component configured to determine a duration of each unique conversation segment based on the identified transitions between the unique conversation segments based on the frequencies of occurrence of the elements of the context specific lexicons associated with the corresponding unique conversation segments; the scoring component further configured to automatically calculate at least one key performance indicator (KPI) associated with a quality factor of the plurality of telephonic conversations based on the determined duration of each unique conversation segment; and a display component configured to display the at least one KPI to allow a person to review the at least one KPI to determine if one or more of the plurality of first conversation participants involved in the at least one conversation requires further training to improve a handling of the plurality of telephonic conversations. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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Specification