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Method and software for analyzing voice data of a telephonic communication and generating a retention strategy therefrom

  • US 20060265089A1
  • Filed: 03/01/2006
  • Published: 11/23/2006
  • Est. Priority Date: 05/18/2005
  • Status: Abandoned Application
First Claim
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1. A computer program for analyzing a telephone call between a customer and a call center comprising:

  • a code segment for analyzing voice data of a customer by mining the voice data and applying a pre-determined linguist model to the voice data to calculate an attrition probability;

    a code segment for receiving customer value data associated with the customer;

    a code segment for comparing the attrition probability with the customer value data; and

    , a code segment for generating a retention strategy based on comparing the attrition probability with the customer value data.

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