Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto

• US 20060262919A1
• Filed: 05/18/2005
• Published: 11/23/2006
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly, Capers, Keene Hedges, Moore, Melissa, Warford, Roger
• Granted Patent: US 8,094,803 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into first and second constituent voice data. One of the first and second constituent voice data is analyzed. The analysis consist of translating one the constituent voice data into a text format and applying a predetermined linguistic-based psychological behavioral model to the translated voice data. In applying the behavioral model, the translated voice data is mined, and behavioral signifiers associated with the psychological behavioral model are identified in the voice data. The behavioral signifiers are automatically associated with at least one of a plurality of personality types associated with the psychological behavioral model. Behavioral assessment data is generated which corresponds to the analyzed voice data.

Claims

1. A method for analyzing a telephonic communication between a customer and a contact center, the method comprising:

separating a telephonic communication into at least first constituent voice data and second constituent voice data;

analyzing one of the first and second constituent voice data, the step of analyzing comprising;

translating one of the first and second constituent voice data into a text format;

applying a predetermined linguistic-based psychological behavioral model to the translated one of the first and second constituent voice data, the applying step comprising the steps of;

mining the translated voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and

,

automatically associating the identified behavioral signifiers with at least one of a plurality of personality types associated with the psychological behavioral model; and

,

generating behavioral assessment data corresponding to the analyzed one of the first and second voice data.

2. The method of claim 1, wherein the predetermined linguistic-based psychological behavioral model is the Process Communication Model®

.

3. The method of claim 1, wherein the telephonic communication is received in digital format and the step of separating the communication into at least a first and second constituent voice data comprises the steps of:

identifying a communication protocol associated with the telephonic communication;

recording the telephonic communication to a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and

,

separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.

4. The method of claim 1, wherein the predetermined linguistic-based psychological behavioral model is further adapted to assess distress levels in a communication, the method further comprising the step of generating distress assessment data corresponding to the analyzed voice data.

5. The method of claim 1, further comprising the step of generating event data corresponding to at least one identifying indicia and time interval, the event data comprising at least one of behavioral assessment data and distress assessment data.

6. The method of claim 1, wherein the telephonic communication is one of a plurality of telephonic communications, the method further comprising the step of categorizing the telephonic communication as one of a plurality of call types.

7. The method of claim 1, wherein the telephonic communication is one of a plurality of telephonic communications, the computer program further comprising a code segment for categorizing each of the telephonic communications of the plurality of telephonic communications into one of a plurality of customer categories.

8. The method of claim 1 further comprising the step of selecting the telephonic communication from the plurality of telephonic communications based upon the customer category in which the telephonic communication is categorized.

9. A computer program for analyzing a telephonic communication, the computer program being embodied on a computer readable storage medium adapted to control a computer comprising:

a code segment for separating a telephonic communication into at least first constituent voice data and second constituent voice data;

a code segment for analyzing one of the first and second constituent voice data, the a code segment for analyzing comprising;

a code segment for translating one of the first and second constituent voice data into a text format;

a code segment for applying a predetermined linguistic-based psychological behavioral model to the translated one of the first and second constituent voice data, the a code segment for applying the predetermined linguistic-based psychological behavioral model the comprising;

a code segment for mining the translated voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and

,

a code segment for automatically associating the identified behavioral signifiers with at least one of a plurality of personality types associated with the psychological behavioral model; and

,

a code segment for generating behavioral assessment data corresponding to the analyzed one of the first and second voice data.

10. The computer program of claim 9, wherein the code segment for separating an audio waveform into a first constituent voice data and a second constituent voice data comprises:

a code segment for identifying a communication protocol associated with the telephonic communication;

a code segment for recording the telephonic communication to a first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and

,

a code segment for separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.

11. The computer program of claim 9, wherein the predetermined linguistic-based psychological behavioral model is the Process Communication Model®

.

12. The computer program of claim 9, further comprising a code segment for storing the behavioral assessment data, the behavioral data corresponding to at least one identifying indicia and being made available for subsequent analysis.

13. The computer program of claim 9, wherein the predetermined linguistic-based psychological behavioral model is adapted to assess distress levels in a communication, the method further comprising the step of generating distress assessment data corresponding to the analyzed communication data.

14. The computer program of claim 9, further comprising a code segment for generating event data corresponding to at least one identifying indicia and time interval, the event data comprising at least one of behavioral assessment data and distress assessment data.

15. The computer program of claim 9, further comprising:

a code segment for generating a graphical user interface for displaying a first field for enabling identification of customer interaction event information on a display, the customer interaction event information including analysis data based on the psychological behavioral model applied to the analyzed constituent voice data of each customer interaction event;

a code segment for receiving input from a user for identifying at least a first customer interaction event; and

,

a code segment for displaying the customer interaction event information for the first customer interaction event.

16. A computer program for analyzing a telephonic communication, the computer program being embodied on a computer readable storage medium adapted to control a computer comprising:

a code segment for receiving a telephonic communication in digital format, the telephonic communication comprising a first constituent voice data and a second constituent voice data;

a code segment for identifying a communication protocol associated with the telephonic communication;

a code segment for separating the first and second constituent voice data one from the other by recording the telephonic communication in stereo format to a first electronic data file, the first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol;

a code segment for analyzing the separated first constituent voice data, the a code segment for analyzing comprising;

a code segment for applying a non-linguistic based analytic tool to the separated first constituent voice data and for generating phone event data corresponding to the analyzed first constituent voice data;

a code segment for translating the first constituent voice data into text format and storing the translated the first voice data in a first text file;

a code segment for applying a predetermined linguistic-based psychological behavioral model to the translated first constituent voice data in the first text file, the a code segment for applying the predetermined linguistic-based psychological behavioral model the comprising;

a code segment for mining the translated first constituent voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated first constituent voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and

,

a code segment for automatically associating the identified behavioral signifiers with at least one of a plurality of personality types associated with the psychological behavioral model; and

,

a code segment for generating at least one of either behavioral assessment data and distress assessment data corresponding to the analyzed first voice data.

17. The method of claim 16, wherein the predetermined linguistic-based psychological behavioral model is the Process Communication Model®

.

18. The computer program of claim 16 further comprising:

a code segment for analyzing the separated second constituent voice data, the a code segment for analyzing comprising;

a code segment for applying a non-linguistic based analytic tool to the separated second constituent voice data and for generating phone event data corresponding to the analyzed second constituent voice data;

a code segment for translating the second constituent voice data into text format and storing the translated the second voice data in a second text file;

a code segment for applying a predetermined linguistic-based psychological behavioral model to the translated second constituent voice data in the second text file, the a code segment for applying the predetermined linguistic-based psychological behavioral model the comprising;

a code segment for mining the translated second constituent voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated second constituent voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and

,

a code segment for automatically associating the identified behavioral signifiers with at least one of a plurality of personality types associated with the psychological behavioral model; and

,

a code segment for generating at least one of either behavioral assessment data and distress assessment data corresponding to the analyzed second voice data;

a code segment for generating call assessment data by comparatively analyzing the behavioral assessment data and distress assessment data corresponding to the analyzed first voice data and the behavioral assessment data and distress assessment data corresponding to the analyzed second voice data; and

,

a code segment for outputting event data, the event data comprising call assessment data corresponding to at least one identifying indicia and at least one predetermined time interval.

19. The method of claim 18, wherein the predetermined linguistic-based psychological behavioral model is the Process Communication Model®

.

20. The computer program of claim 18, further comprising:

a code segment for generating a graphical user interface for displaying a first field for enabling identification of customer interaction event information on a display, the customer interaction event information including analysis data based on the psychological behavioral model applied to the analyzed constituent voice data of each customer interaction event;

a code segment for receiving input from a user for identifying at least a first customer interaction event; and

,

a code segment for displaying the customer interaction event information for the first customer interaction event.