Methods and systems for determining and displaying business relevance of telephonic communications between customers and a contact center

• US 10,601,994 B2
• Filed: 07/23/2019
• Issued: 03/24/2020
• Est. Priority Date: 09/28/2007
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Yengoyan, Alan, Brown, Douglas, Gustafson, David, Danson, Christopher
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US16/519,970
• Publication Number:
  US 20190349478A1
• Time in Patent Office: 245 Days
• Field of Search: 37926506, 37926507, 37926601
• 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

Abstract

The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.

Claims

1. A system for identifying trends in electronic communications received by a contact center, the system comprising:

a first server for recording a plurality of electronic communications of an organization;

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, apply linguistic and non-linguistic analysis to the plurality of electronic communications;

instructions that, when executed, identify one or more patterns in the plurality of electronic communications over a first predetermined period of time;

instructions that, when executed, determine the frequency for each pattern in the plurality of electronic communications over the first predetermined period of time;

instructions that, when executed, determine the significance of each identified pattern over the first predetermined period of time;

instructions that, when executed, determine a trend for each of the one or more patterns based on the frequency and significance of the pattern over the first predetermined period of time;

instructions that, when executed, generate one or more recommended actions based on each determined trend;

instructions that, when executed, display the one or more recommended actions to a user; and

instructions that, when executed, transmit each of the electronic communications exhibiting each determined trend to a specific area of the organization.

2. The system of claim 1, which further comprises instructions that, when executed,

identify one or more patterns in the plurality of electronic communications over a second predetermined period of time;

instructions that, when executed, determine the frequency for each pattern in the plurality of electronic communications over the second predetermined period of time;

instructions that, when executed, determine the significance of each identified pattern over the second predetermined period of time; and

instructions that, when executed, determine a trend for each of the one or more patterns based on the frequency and significance of the pattern over the second predetermined period of time.

3. The system of claim 2, wherein the first and second predetermined periods of time are sequential and do not overlap.

4. The system of claim 1, which further comprises instructions that, when executed, transmit the one or more recommended actions to a communication distributor.

5. The system of claim 1, wherein the instructions that, when executed, identifies one or more patterns further comprises establishing a frequency threshold, and including patterns that exceed the frequency threshold in the identified patterns.

6. The system of claim 1, which further comprises a routing engine configured to send an automated message to an external source based on the determined trend.

7. The system of claim 2, wherein the instructions that, when executed, generate one or more recommended actions based on each identified trend, are further based on a comparison of a first plurality of patterns from the first predetermined time period to a second plurality of patterns from the second predetermined time period.

8. A computer-implemented method for identifying trends in electronic communications between one or more customers of an organization and a contact center having one or more agents, the method being implemented by a non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments, the method comprising:

recording a plurality of electronic communications;

applying linguistic and non-linguistic analysis to the plurality of electronic communications;

identifying one or more patterns in the plurality of electronic communications over a first predetermined period of time;

determining the frequency for each pattern in the plurality of electronic communications over the first predetermined period of time;

determining the significance of each identified pattern over the first predetermined period of time;

determining a trend for each of the one or more patterns based on the frequency and significance of the pattern over the first predetermined period of time;

generating one or more recommended actions based on each determined trend;

displaying the one or more recommended actions to a user; and

transmitting each of the electronic communications exhibiting each determined trend to a specific area of the organization.

9. The computer-implemented method of claim 8, which further comprises:

identifying one or more patterns in the plurality of electronic communications over a second predetermined period of time;

determining the frequency for each pattern in the plurality of electronic communications over the second predetermined period of time;

determining the significance of each identified pattern over the second predetermined period of time; and

determining a trend for each of the one or more patterns based on the frequency and significance of the pattern over the second predetermined period of time.

10. The computer-implemented method of claim 9, wherein the first and second predetermined periods of time are sequential and do not overlap.

11. The computer-implemented method of claim 8, which further comprises transmitting the one or more recommended actions to a communication distributor.

12. The computer-implemented method of claim 8, wherein the identifying one or more patterns further comprises establishing a frequency threshold, and including patterns that exceed the frequency threshold in the identified patterns.

13. The computer-implemented method of claim 8, which further comprises sending an automated message to an external source based on the determined trend.

14. The computer-implemented method of claim 9, wherein the generating one or more recommended actions based on each identified trend is further based on a comparison of a first plurality of patterns from the first predetermined time period to a second plurality of patterns from the second predetermined time period.

15. A non-transitory machine-readable medium comprising a plurality of machine-readable instructions which, when executed by one or more processors, are adapted to cause the one or more processors to perform a method which comprises:

recording a plurality of electronic communications of an organization;

applying linguistic and non-linguistic analysis to the plurality of electronic communications;

identifying one or more patterns in the plurality of electronic communications over a first predetermined period of time;

determining the frequency for each pattern in the plurality of electronic communications over the first predetermined period of time;

determining the significance of each identified pattern over the first predetermined period of time;

determining a trend for each of the one or more patterns based on the frequency and significance of the pattern over the first predetermined period of time;

generating one or more recommended actions based on each determined trend;

displaying the one or more recommended actions to a user; and

transmitting each of the electronic communications exhibiting each determined trend to a specific area of the organization.

16. The non-transitory machine-readable medium of claim 15, wherein the method further comprises:

identifying one or more patterns in the plurality of electronic communications over a second predetermined period of time;

determining the frequency for each pattern in the plurality of electronic communications over the second predetermined period of time;

determining the significance of each identified pattern over the second predetermined period of time; and

determining a trend for each of the one or more patterns based on the frequency and significance of the pattern over the second predetermined period of time.

17. The non-transitory machine-readable medium of claim 16, wherein the first and second predetermined periods of time are sequential and do not overlap.

18. The non-transitory machine-readable medium of claim 15, wherein the identifying one or more patterns further comprises establishing a frequency threshold, and including patterns that exceed the frequency threshold in the identified patterns.

19. The non-transitory machine-readable medium of claim 16, wherein the generating one or more recommended actions based on each identified trend is further based on a comparison of a first plurality of patterns from the first predetermined time period to a second plurality of patterns from the second predetermined time period.