Method apparatus and system for capturing and analyzing interaction based content
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Abstract
The present invention provides a method and apparatus (100) for capturing and analyzing customer interactions, the apparatus comprising a multi-segment interaction capture device (324), an initial set up and calibration device (326), a pre-processing and context extraction device (328) and a rule-based analysis engine (300).
912 Citations
133 Claims
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1-71. -71. (canceled)
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72. An apparatus for capturing and analyzing customer interactions the apparatus comprising:
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at least two interaction information (20);
at least one interaction meta-data information (14) associated with each of the at least two interaction information;
a rule based analysis engine component (16) for receiving the interaction information (20), and at least one adaptive database (18, 22). - View Dependent Claims (73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 89, 90, 91, 92, 93)
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94. An apparatus for capturing and analyzing customer interactions the apparatus comprising:
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a multi segment interaction capture device (324);
an initial set up and calibration device (326); and
a pre processing and content extraction device (328). - View Dependent Claims (95, 96, 97, 98, 99, 100, 101, 102, 103, 104, 105, 106, 107)
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108. A method for capturing and analyzing customer interactions the method comprising:
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pre-processing of interactions previously captured;
the pre-processing stage comprising;
identification;
filtration; and
classification of interactions;
extracting selected content data items from the interactions wherein the pre processing method enables the detection of behavioral patters or environmental factors in interactions that are candidates for further analysis. - View Dependent Claims (109, 110, 111, 112)
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113. A method for capturing and analyzing customer interactions the method comprising:
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a rule based analysis engine receiving at least one predetermined rule for the identification of at least two predetermined content data item;
the rule based analysis engine sampling the at least two content data items from a database or interactions and associated data. - View Dependent Claims (114, 115, 116, 117, 118, 119, 120, 121, 122, 123, 124, 125)
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126. In a customer service environment of an organization, a system for detecting and processing idea-related data, the system comprising:
- an interaction monitoring module for monitoring content of interactions;
an subject-related managing module for detecting and processing subject-related data, the subject managing module comprising content analyzing tools for analyzing the interactions content. - View Dependent Claims (127, 128, 129, 130, 131, 132, 133)
- an interaction monitoring module for monitoring content of interactions;
Specification