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
First Claim
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 by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data; and
, generating behavioral assessment data corresponding to the analyzed one of the first and second voice data.
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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 at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.
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Citations
19 Claims
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1. A method for analyzing a telephonic communication between a customer and a contact center, the method comprising:
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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 by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data; and
,generating behavioral assessment data corresponding to the analyzed one of the first and second voice data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. 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:
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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 by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data; and
,a code segment for generating behavioral assessment data corresponding to the analyzed one of the first and second voice data. - View Dependent Claims (12, 13, 14, 15, 16)
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17. 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:
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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 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; and
,a code segment for analyzing the first text file by mining the text file and applying a predetermined linguistic-based psychological behavioral model to the text file and for generating at least one of either behavioral assessment data and distress assessment data corresponding to the analyzed first voice data. - View Dependent Claims (18, 19)
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Specification