METHOD AND APPARATUS FOR CALL CATEGORIZATION

• US 20080189171A1
• Filed: 02/01/2007
• Published: 08/07/2008
• Est. Priority Date: 02/01/2007
• Status: Abandoned Application

• Current Assignee: Nice Systems Limited (Nice Ltd)
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Wasserblat, Moshe, Pereg, Oren, Kor, Ilan, Yossef, Ilan, Hofman, Dvir, Rabkin, Tsvika
• Application Number:
  US11/669,955
• Publication Number:
  US 20080189171A1
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: G06Q 30/0205 Location or geographical consideration
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method and apparatus for automated categorization of an interaction between a member of an organization and a second party. The method comprises defining one or more criteria and one or more categories, wherein each category relates to a combination of one or more criteria. The criteria involve data extracted from the interactions as well as external data. Each interaction is checked against the criteria, and is then assigned to one or more categories according to the met criteria. An optional evaluation of the categorization step, and improvement of the categorization if the evaluation results fall below a threshold are disclosed.

Claims

1. A method for automated categorization of an at least one interaction, the method comprising:

a criteria definition step for defining an at least one criterion associated with an at least one information item;

a category definition step for defining an at least one category associated with an at least one aspect of the organization;

an association step for associating the at least one criterion with the at least one category;

a receiving step for receiving an at least one information item related to the at least one interaction;

a criteria checking step for determining whether the at least one criterion is met for the at least one interaction; and

a categorization step for determining an interaction category relevancy for an at least one part of the at least one interaction and the at least one category.

2. The method of claim 1 further comprising a capturing step for capturing the at least one interaction.

3. The method of claim 1 wherein the at least one interaction comprises a vocal component.

4. The method of claim 1 further comprising an interaction analysis step for extracting the at least one information item from the at least one interaction.

5. The method of claim 4 wherein the analysis step comprises one or more analyses selected from the group consisting of:

word spotting;

transcription;

emotion detection;

call flow analysis;

or analyzing an at least one relevant information item.

6. The method of claim 5 wherein the at least one relevant information item is selected from the group consisting of:

customer satisfaction score;

screen event;

third party system data;

Computer-Telephony-Integration data;

Interactive Voice Response data;

Business data;

video data;

surveys;

customer input;

customer feedback;

or a combination thereof.

7. The method of claim 6 wherein the analysis step is multi-phase conditional analysis between at least two analyses.

8. The method of claim 7 wherein the analysis is time-sequence related.

9. The method of claim 1 wherein the at least one information item is selected from the group consisting of:

customer satisfaction score;

screen event;

third party system data;

Computer-Telephony-Integration data;

Interactive Voice Response data;

Business data;

video data;

surveys;

customer input;

customer feedback;

or a combination thereof.

10. The method of claim 1 wherein at least one criterion is a temporal criterion.

11. The method of claim 1 further comprising a notification step.

12. The method of claim 11 wherein the notification step comprises any one or more of the group consisting of:

generating a report;

firing an alert;

sending a mail;

sending an e-mail;

sending a fax;

sending a text message;

sending a multi-media message;

or updating a predictive dialer.

13. The method of claim 1 further comprising a categorization evaluation step for evaluating a performance factor associated with the categorization step according to an at least one external indication.

14. The method of claim 13 wherein the external indication is any one or more or the group consisting of:

customer satisfaction score;

user evaluation;

market analysis evaluation;

customer behavioral analysis;

agent behavioral analysis;

business process optimization analysis;

new business opportunities analysis;

customer churn analysis;

or agent attrition analysis.

15. The method of claim 1 wherein the criteria relates to spotting at least first predetermined number of words out of a predetermined word list.

16. The method of claim 1 wherein the at least one category is associated with at least two criteria.

17. The method of claim 16 wherein the at least two criteria are connected through an at least one operator.

18. The method of claim 17 wherein the at least one operator is selected from the group consisting of:

“

and”

;

“

or”

;

or “

not”

.

19. The method of claim 1 wherein the interaction category relevancy is a prediction of customer satisfaction score.

20. The method of claim 1 wherein the category definition step is performed manually.

21. The method of claim 1 wherein the category definition step is performed automatically.

22. The method of claim 21 wherein the category definition step uses clustering.

23. The method of claim 1 wherein the category definition step is semi-automated.

24. The method of claim 1 further comprising a categorization update step.

25. The method of claim 24 wherein the categorization update step is performed by providing feedback.

26. The method of claim 24 wherein the categorization update step is performed by tuning the at least one category.

27. The method of claim 1 wherein the at least one category is constructed using a self learning process.

28. An apparatus for automated categorization of an at least one interaction between a member of an organization and a second party, the apparatus comprising:

a criteria definition component for defining an at least one criterion associated with an at least one information item;

a category definition component for defining an at least one category associated with an at least one aspect of the organization;

an association component for associating the at least one criterion with the at least one category;

a criteria checking component for checking according to an at least one information item associated with the at least one interaction whether the at least one criterion is met for the at least one interaction; and

a category checking component for determining an at least one score for assigning an at least one part of the at least one interaction to the at least one category.

29. The apparatus of claim 28 further comprising an at least one analysis engine for extracting the at least one information item.

30. The apparatus of claim 29 wherein the at least one analysis engine is selected from the group consisting of:

word spotting;

transcription;

emotion detection;

call flow analysis, or analyzing an at least one relevant information item.

31. The apparatus of claim 28 further comprising a playback component for reviewing the at least one interaction and an at least one category indication.

32. The apparatus of claim 28 further comprising a storage and retrieval component for storing the at least one score.

33. The apparatus of claim 28 further comprising a storage and retrieval component for retrieving necessary data sources.

34. The apparatus of claim 28 further comprising a categorization evaluating component for evaluating an at least one performance factor associated with the at least one score.

35. The apparatus of claim 28 further comprising a categorization improvement component for enhancing the at least one category or the at least one criterion.

36. A computer readable storage medium containing a set of instructions for a general purpose computer, the set of instructions comprising:

a criteria definition component for defining an at least one criterion associated with an at least one information item;

a category definition component for defining an at least one category associated with an at least one aspect of the organization;

an association component for associating the at least one criterion with the at least one category;

a criteria checking component for checking according to an at least one information item associated with the at least one interaction whether the at least one criterion is met for the at least one interaction; and

a category checking component for determining an at least one score for assigning an at least one part of the at least one interaction to the at least one category.