Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics

• US 20080240405A1
• Filed: 03/30/2007
• Published: 10/02/2008
• Est. Priority Date: 03/30/2007
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly
• Granted Patent: US 7,869,586 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method and system for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method includes the step of organizing a plurality of agents based on a predetermined criteria. The method also includes the step of selecting a range of the organized plurality of agents and identifying a plurality of interactions associated with the organized plurality of agents within the selected range. The method also includes the step of receiving voice data associated with each of the identified interactions. The method also includes the step of receiving agent call activity data associated with each of the identified interactions, the agent call activity data comprising at least one of agent on-call activity data, agent after-call activity data, and agent screen analytics and desktop recording. The method also includes the step of receiving customer call activity data associated with each of the identified interactions. The method also includes the step of receiving customer history data corresponding to each customer of each of the identified interactions. The method also includes the step of analyzing the voice data, the agent call activity data, the customer call activity data, and the customer history data associated with each of the identified interactions. In addition the method includes the step of generating business process analytics for the identified interactions, the business process analytics comprising a code segment for generating dissatisfaction data for each of the identified interactions based on the analyzed voice data, the agent call activity data, the customer call activity data, and the customer history data.

Claims

1. A computer readable medium adapted to control a computer and comprising a plurality of code segments for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics, the computer readable medium comprising:

a code segment for organizing a plurality of agents based on a predetermined criteria;

a code segment for selecting a range of the organized plurality of agents and identifying a plurality of interactions associated with the organized plurality of agents within the selected range;

a code segment for receiving voice data associated with each of the identified interactions;

a code segment for receiving agent call activity data associated with each of the identified interactions, the agent call activity data comprising at least one of agent on-call activity data, agent after-call activity data, agent screen analytics and agent desktop recording data;

a code segment for receiving customer call activity data associated with each of the identified interactions;

a code segment for receiving customer history data corresponding to each customer of each of the identified interactions;

a code segment for analyzing the voice data, the agent call activity data, the customer call activity data, and the customer history data associated with each of the identified interactions; and

a code segment for generating business process analytics for the identified interactions, the business process analytics comprising a code segment for generating dissatisfaction data for each of the identified interactions based on the analyzed voice data, the agent call activity data, the customer call activity data, and the customer history data.

2. The computer readable medium of claim 1, wherein the code segment for generating business process analytics further comprises a code segment for categorizing each of the identified interactions into one of a plurality of category types based on at least one of the analyzed voice data, the agent call activity data, the customer call activity data, and the customer history data;

and a code segment for aggregating the generated dissatisfaction data relative to the categorized interactions associated thereof.

3. The computer readable medium of claim 1, wherein the dissatisfaction data for each of the identified interactions is defined by at least one distress event, the code segment for generating dissatisfaction data further comprising:

a code segment for measuring each distress event occurring during each of the identified interactions according to a predetermined distress event scale;

a code segment for generating a score for each of the identified interactions based on each of the measured distress events;

a code segment for comparing the score for each of the identified interactions against a threshold score; and

a code segment for identifying an interaction as a dissatisfactory interaction when the score of the interaction exceeds the threshold score.

4. The computer readable medium of claim 3, wherein the dissatisfaction data for each of the identified interactions comprises a code segment for categorizing each distress event occurring during each of the identified interactions into one of a plurality of distress category types.

5. The computer readable medium of claim 1, wherein the code segment for generating dissatisfaction data for each of the identified interactions is defined by at least one distress event, the computer readable medium further comprising a code segment for incrementally registering each distress event occurring during the identified interactions.

6. The computer readable medium of claim 1, wherein the code segment for generating dissatisfaction data for each of the identified interactions is defined by at least one distress event, the computer readable medium further comprises a code segment for measuring each distress event occurring during the identified interactions in time units.

7. The computer readable medium of claim 1, wherein customer history data comprises at least one of age, race, gender, income, behavioral type, customer spending, and customer tenure.

8. The computer readable medium of claim 1 further comprising a code segment for generating a graphical user interface adapted to display the business process analytics of the identified interactions.

9. A computer readable medium adapted to control a computer and comprising a plurality of code segments for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics, the computer readable medium comprising:

a code segment for identifying at least two of a plurality of interactions between at least one customer and at least one agent;

a code segment for receiving voice data associated with each of the identified interactions, the code segment for receiving voice data comprising;

a code segment for separating the voice data into customer voice data and agent voice data;

a code segment for mining the separated agent voice data and the separated customer voice data and analyzing the separated agent voice data and the separated customer voice data by applying a linguistic-based psychological behavioral model to the separated customer voice data and the separated agent voice data; and

a code segment for generating assessment data corresponding to the separated agent voice data and the separated customer voice data, the assessment data comprising behavioral assessment data;

a code segment for receiving agent call activity data associated with each of the identified interactions, the agent call activity data comprising at least one of agent on-call activity data, agent after-call activity data, agent screen analytics and agent desktop recording data;

a code segment for receiving customer call activity data associated with each of the identified interactions;

a code segment for receiving customer history data corresponding to each customer of each of the identified interactions;

a code segment for analyzing the assessment data, the agent call activity data, the customer call activity data, and the customer history data associated with each of the identified interactions;

a code segment for generating dissatisfaction data for each of the identified interactions based on the analyzed voice data, the agent call activity data, the customer call activity data, and the customer history data; and

a code segment for generating business process analytics for the identified interactions, the business process analytics comprising dissatisfaction data.

10. The computer readable medium of claim 9, wherein the code segment for receiving voice data further comprises:

a code segment for analyzing the separated agent voice data and the separated customer voice data by applying a distress based model to the separated agent voice data and the separated customer voice data; and

a code segment for generating assessment data corresponding to the separated agent voice data and the separated customer voice data, the assessment data comprising voice distress assessment data.

11. The computer readable medium of claim 9, wherein the code segment for receiving voice data further comprises:

a code segment for analyzing the received voice data by applying a non-linguistic event analysis thereto; and

a code segment for generating assessment data corresponding to the received voice data, the assessment data comprising phone event assessment data.

12. The computer readable medium of claim 9, wherein the code segment for generating business process analytics comprises a code segment for categorizing each of the identified interactions into one of a plurality of category types based on at least one of the analyzed assessment data, the agent call activity data, the customer call activity data, and the customer history data and a code segment for generating customer dissatisfaction data relative to the categorized interactions.

13. The computer readable medium of claim 9, wherein the dissatisfaction data for each of the identified interactions is defined by at least one distress event, the code segment for generating dissatisfaction data further comprising:

a code segment for measuring each distress event occurring during each of the identified interactions according to a predetermined distress event scale;

a code segment for generating a score for each of the identified interactions based on each of the measured distress events;

a code segment for comparing the score for each of the identified interactions against a threshold score; and

a code segment for identifying an interaction as a dissatisfactory interaction when the score of the interaction exceeds the threshold score.

14. The computer readable medium of claim 13, wherein the dissatisfaction data for each of the identified interactions comprises a code segment for categorizing each distress event occurring during each of the identified interactions into one of a plurality of distress category types.

15. The computer readable medium of claim 9, wherein the code segment for generating dissatisfaction data for each of the identified interactions is defined by at least one distress event, wherein the computer readable medium further comprises a code segment for incrementally registering each distress event occurring during the identified interactions.

16. The computer readable medium of claim 9, wherein the code segment for generating dissatisfaction data for each of the identified interactions is defined by at least one distress event, wherein the computer readable medium further comprises a code segment for measuring each distress event occurring during the identified interactions in time units.

17. The computer readable medium of claim 9 further comprising a code segment for generating a graphical user interface adapted to display the business process analytics of the identified interactions.

18. The computer readable medium of claim 9, wherein customer history data comprises at least one of age, race, gender, income, behavioral type, customer spending, and customer tenure.

19. A system for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics, the system comprising:

a customer history database configured to store customer history data;

a first server comprising;

logic for identifying at least two of a plurality of interactions between at least one customer and at least one agent;

logic for receiving voice data associated with each of the identified interactions, the logic for receiving voice data comprising;

logic for separating the voice data into at least customer voice data and agent voice data;

logic for mining the separated agent voice data and the separated customer voice data;

logic for analyzing the separated agent voice data and customer voice data by applying a linguistic-based psychological behavioral model, a distress based model, and a non-linguistic event analysis to each of the separated customer voice data and the separated agent voice data; and

logic for generating behavioral assessment data, distress assessment data, and phone event assessment data from the analyzed separated agent voice data and the separated customer voice data;

logic for receiving agent call activity data associated with each of the identified interactions, the agent call activity data comprising at least one of agent on-call activity data, agent after-call activity data, agent screen analytics and agent desktop recording data;

logic for receiving customer call activity data associated with each of the identified interactions;

logic for receiving customer history data corresponding to each customer of each of the identified interactions.

logic for analyzing the behavioral assessment data, the distress assessment data, the phone event assessment data, the agent call activity data, the customer call activity data, and the customer history data associated with each of the identified interactions;

logic for generating dissatisfaction data for each of the identified interactions based on the analyzed behavioral assessment data, the voice distress assessment data, the phone event assessment data, the agent call activity data, the customer call activity data, and the customer history data; and

logic for generating business process analytics for each of the identified interactions, the business process analytics comprising dissatisfaction data; and

logic for communicating with a customer history database.