Method and software for analyzing voice data of a telephonic communication and generating a retention strategy therefrom
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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Abstract
A computer program for analyzing a telephone call between a customer and a call center is provided. The computer program comprises a code segment for analyzing a telephonic communication by applying a pre-determined retention attrition criteria to the telephonic communication 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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Citations
18 Claims
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1. A computer program for analyzing a telephone call between a customer and a call center comprising:
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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. - View Dependent Claims (2, 3, 6, 7, 8, 9)
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- 4. The computer program of claim I further comprising a code segment for automatically generating a responsive communication based on the retention strategy wherein the responsive communication is at least one of an email, a voice communication, and a written communication.
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10. A computer program for analyzing a telephone call between a customer and a call center comprising:
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a code segment for analyzing a telephonic communication by applying a pre-determined retention attrition criteria to the telephonic communication 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. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification