METHOD AND APPARATUS FOR ADAPTIVE INTERACTION ANALYTICS
First Claim
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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.
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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.
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Citations
26 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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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:
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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. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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Specification