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

• Current Assignee: Eloyalty Corporation (Nice Ltd)
• Original Assignee: Eloyalty Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly, Capers, Keene Hedges
• Application Number:
  US11/365,342
• Publication Number:
  US 20060265089A1
• Time in Patent Office: Days
• US Class Current: 700/94
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 17/26 Recognition of special voice characteristics, e.g. for use in lie detectors; Recognition of animal voices
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 2015/227 of the speaker; Human-factor methodology
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 7/0057 Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
• CPC Class Codes: H04M 7/0084 Network monitoring; Error detection; Error recovery; Network testing

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.

Claims

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.

2. The computer program of claim 1 further comprising a code segment for separating a telephonic communication into at least a first constituent voice data and a second constituent voice data wherein in the code segment for analyzing voice data of a customer by mining the voice data, the first constituent voice data is analyzed.

3. The computer program of claim 1 further comprising a code segment for generating a notification.

6. The computer program of claim 1, 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, distress assessment data and phone event data.

7. The computer program of claim 6 further comprising a code segment for analyzing event data and a code segment for generating the retention strategy based on the analysis of the event data.

8. The computer program of claim 1, further comprising a code segment for generating an attrition probability score based on the attrition probability, wherein in the code segment for generating the retention strategy, the attrition probability score is compared with the customer value data.

9. The method of claim 1 wherein the pre-determined linguist model is at least a pre-determined linguist-based psychological behavioral model.

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.

5. The computer program of claim 4 wherein the type responsive communication generated is based on at least one of behavioral assessment data, distress assessment data and phone event data.

10. A computer program for analyzing a telephone call between a customer and a call center comprising:

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.

11. The computer program of claim 10 further comprising a code segment for separating a telephonic communication into at least a first constituent voice data and a second constituent voice data wherein in the code segment for analyzing the telephonic communication, at least one of the first constituent voice data and the second constituent voice data is analyzed by mining the respective voice data and applying a pre-determined linguist model to the voice data to calculate the attrition probability.

12. The computer program of claim 10 further comprising a code segment for generating a notification.

13. The computer program of claim 10 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.

14. The computer program of claim 13 wherein the type responsive communication generated is based on at least one of behavioral assessment data, distress assessment data and phone event data.

15. The computer program of claim 10, 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, distress assessment data and phone event data.

16. The computer program of claim 15 wherein in the code segment for generating the retention strategy, the retention strategy is generated by at least analyzing the event data.

17. The computer program of claim 10, further comprising a code segment for generating an attrition probability score based on the attrition probability, wherein in the code segment for generating the retention strategy, the attrition probability score is compared with the customer value data.

18. The computer program of claim 10 wherein the pre-determined linguist model is at least a pre-determined linguist-based psychological behavioral model.