METHOD AND APPARATUS FOR ADAPTIVE INTERACTION ANALYTICS

• US 20090012826A1
• Filed: 07/02/2007
• Published: 01/08/2009
• Est. Priority Date: 07/02/2007
• Status: Abandoned Application

• Current Assignee: Nice Systems Limited (Nice Ltd)
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: PEREG, Oren, LUBOWICH, Yuval, EILAM, Barak, LEWKOWICZ, Oren
• Application Number:
  US11/772,258
• Publication Number:
  US 20090012826A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities

Abstract

A method and apparatus for revealing business or organizational aspects of an organization from interactions, broadcasts or other sources. The method and apparatus classify the interactions into predefined categories. Then additional processing is performed on interactions in one or more categories, and analysis is executed for revealing insights, trends, problems, causes for problems, and other characteristics within the one or more categories.

Claims

1. A method for detecting an at least one aspect related to an organization from an at least one captured interaction, the method comprising the steps of:

receiving the at least one captured interaction;

classifying the at least one captured interaction into an at least one predefined category, according to whether the at least one interaction complies with an at least one criteria associated with the at least one predefined category;

performing additional processing on the at least one captured interaction assigned to the at least one predetermined category to extract further data; and

analyzing an at least one result of performing the additional processing or an at least one result of the classifying, to detect the at least one aspect.

2. The method of claim 1 further comprising a category definition step for defining the at least one predefined category and the at least one criteria associated with the at least one predefined category.

3. The method of claim 1 further comprising a category receiving step for receiving the at least one predefined category and the at least one criteria associated with the at least one predefined category.

4. The method of claim 1 further comprising a presentation step for presenting to a user the at least one aspect.

5. The method of claim 4 wherein the presentation step relates to presentation selected from the group consisting of:

a graphic presentation;

a textual presentation;

a table-like presentation;

a presentation using a third party tool; and

a presentation using a third party portal.

6. The method of claim 1 further comprising a preprocessing step for enhancing the at least one captured interaction.

7. The method of claim 1 further comprising a step of capturing or receiving additional data related to the at least one captured interaction.

8. The method of claim 7 wherein the additional data is selected from the group consisting of. Computer Telephony Integration data;

Customer Relationship Management data;

billing data;

screen event;

a web session event;

a document; and

demographic data.

9. The method of claim 1 wherein the categorization or the additional processing steps include activating at least one engine from the group consisting of:

word spotting engine;

phonetic search engine;

transcription engine;

emotion analysis engine;

call flow analysis engine;

web flow analysis engine; and

textual analysis engine.

10. The method of claim 1 wherein the analyzing step includes activating at least one engine from the group consisting of:

data mining;

text mining;

root cause analysis;

link analysis;

contextual analysis;

text clustering, pattern recognition;

hidden pattern recognition;

a prediction algorithm; and

OLAP cube analysis.

11. The method of claim 1 wherein the at least one interaction is selected from the group consisting of:

a phone conversation;

a voice over IP conversation;

a message;

a walk-in center recording;

a microphone recording;

an audio part of a video recording;

an e-mail message;

a chat session;

a captured web session;

a captured screen activity session; and

a text file.

12. The method of claim 1 wherein the at least one predefined category is a part of a hierarchical category structure.

13. The method of claim 1 wherein the at least one criteria relates to the at least one captured interaction.

14. The method of claim 1 wherein the at least one criteria relates to the additional data.

15. A computing platform for detecting an at least one aspect related to an organization from at least one captured interaction, the computing platform executing:

a categorization component for classifying the at least one captured interaction into an at least one predefined category, according to whether the at least one interaction complies with an at least one criteria associated with the at least one predefined category;

an additional processing component for performing additional processing on the at least one captured interaction assigned to the at least one predetermined category to extract further data; and

a modeling and analysis component for analyzing the farther data or an at least one result produced by the classification component, to detect the at least one aspect.

16. The computing platform of claim 15 further comprising a category definition component for defining the at least one predefined category and the at least one criteria associated with the at least one predefined category.

17. The computing platform of claim 15 further comprising a presentation component for presenting the at least one aspect.

18. The computing platform of claim 17 wherein the presentation component enables to present the at least one aspect in a manner selected from the group consisting of:

a graphic presentation;

a textual presentation;

a table-like presentation; and

a presentation using a third party tool or portal.

19. The computing platform of claim 15 her comprising a logging or capturing component for logging or capturing the at least one captured interaction.

20. The computing platform of claim 15 further comprising a logging or capturing component for logging or capturing additional data related to the at least one captured interaction.

21. The computing platform of claim 20 wherein the additional data is selected from the group consisting of:

Computer Telephony Integration data;

Customer Relationship Management data;

billing data;

screen event;

a web session event;

a document; and

demographic data.

22. The computing platform of claim 15 wherein the categorization component or the additional processing component include activating at least one engine from the group consisting of:

word spotting engine;

phonetic search engine;

transcription engine;

emotion analysis engine;

call flow analysis engine;

web flow analysis engine; and

textual analysis engine.

23. The computing platform of claim 15 wherein the modeling and analysis component activates at least one engine from the group consisting of:

data mining;

text mining;

root cause analysis;

link analysis;

contextual analysis;

text clustering, pattern recognition;

hidden pattern recognition;

a prediction algorithm; and

OLAP cube analysis.

24. The computing platform of claim 15 wherein the at least one captured interaction is selected from the group consisting of:

a phone conversation;

a voice over IP conversation;

a message;

a walk-in center recording;

a microphone recording;

an audio part of a video recording;

an e-mail message;

a chat session;

a captured web session;

a captured screen activity session; and

a text file.

25. The computing platform of claim 15 further comprising a storage device for storing the at least one predefined category, the at least one criteria, or the categorization.

26. The computing platform of claim 15 further comprising a quality monitoring component for monitoring an at least one quality parameter associated with the at least one captured interaction.