APPARATUS AND METHOD FOR MULTIMEDIA CONTENT BASED MANIPULATION

• US 20100161604A1
• Filed: 12/23/2008
• Published: 06/24/2010
• Est. Priority Date: 12/23/2008
• Status: Abandoned Application

• Current Assignee: Nice Systems Limited (Nice Ltd)
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Mintz, Osnat, Lubowich, Yuval, Pereg, Oren, Portman, Leon
• Application Number:
  US12/342,109
• Publication Number:
  US 20100161604A1
• Time in Patent Office: Days
• US Class Current: 707/736
• CPC Class Codes: G06F 16/367 Ontology

Abstract

An apparatus and methods for generating an ontology for a domain based on analysis performed on interactions captured in the domain. The analysis provides groups of concepts which are used as topics appearing or retrieved from the interactions are used as topics or concepts in the ontology. Concepts belonging to one group are indicated as connected within the ontology. The ontology can then be used in analyzing further interactions and provide meaning, content and relationships between concepts.

Claims

1. A method for enhancing analysis of interactions captured in a call center associated with an organization, the method comprising the steps of:

receiving the interactions;

extracting data from the interactions; and

performing advanced analysis on the interactions or on the data extracted from the interactions, using an ontology related to the organization or to a business vertical with which the organization is associated.

2. The method of claim 1 further comprising the step representing results of said analysis together with data from the ontology.

3. The method of claim 1 further comprising the steps of receiving a query from a user and providing a response to said query, said response comprising data from the advanced analysis.

4. The method of claim 3 wherein said response comprises data from the ontology.

5. The method of claim 1 further comprising preprocessing the interactions.

6. The method of claim 1 wherein the data is extracted from the interactions using at least one analysis selected from the group consisting of:

speech to text;

word spotting;

emotion analysis;

sentiment analysis; and

talkover analysis.

7. The method of claim 1 wherein the advanced analysis comprises activating at least one analysis selected 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;

semantic mapping;

natural language processing analysis; and

Online analytical processing cube analysis.

8. The method of claim 1 wherein data extraction step uses data related to the interactions.

9. The method of claim 8 wherein the data related to the interactions is selected from the group consisting of:

CTI data;

CRM data; and

billing data.

10. The method of claim 1 wherein the advanced analysis step uses additional data.

11. The method of claim 10 wherein the additional data is selected from the group consisting of:

content from a web site of the organization;

internal glossary;

internal dictionary;

a document of the organization;

marketing material;

competition analysis, and a broadcast.

12. The method of claim 1 further comprising updating the domain ontology based on results obtained by the advanced analysis.

13. A method for generating a domain ontology in an organization from interactions captured in a call center associated with the organization, the method comprising the steps of:

receiving the interactions;

extracting data from the interactions;

performing advanced analysis on the interactions or on the data extracted from the interactions; and

creating the domain ontology or enhancing a previous domain ontology using output of the advanced analysis.

14. The method of claim 13 wherein the advanced analysis step utilizes the previous domain ontology.

15. The method of claim 13 further comprising the step of storing the ontology.

16. The method of claim 15 wherein the ontology is stored in a format selected from the group consisting of:

plain text;

XML; and

Web Ontology Language.

17. An apparatus for enhancing analysis of interactions in an organization from interactions captured in a call center associated with the organization, the apparatus comprising:

an extraction component arranged to extract data from the interactions;

an advanced analysis engine arranged to perform advanced analysis on the interactions or data extracted by the extraction component, and to obtain a group of concepts, the advanced analysis using a domain ontology.

18. The apparatus of claim 17 further comprising a preprocessing engine arranged to perform preprocessing on the interactions.

19. The apparatus of claim 17 wherein the extraction component is selected from the group consisting of:

a speech to text engine;

a word spotting engine;

an emotion analysis engine; and

a talkover analysis engine.

20. The apparatus of claim 17 wherein the advanced analysis engines comprise at least one engine selected from the group consisting of:

a data mining engine;

a text mining engine;

a root cause analysis engine;

a link analysis engine;

a contextual analysis engine;

a text clustering engine;

a pattern recognition engine;

a hidden pattern recognition engine;

a prediction engine;

a semantic mapping engine;

a natural language processing engine; and

an Online analytical processing cube analysis engine.

21. The apparatus of claim 17 wherein the extraction component receives data related to the interactions.

22. The apparatus of claim 21 wherein the data related to the interactions is selected from the group consisting of:

CTI data;

CRM data; and

billing data.

23. The apparatus of claim 17 wherein the advanced analysis engine receives additional data.

24. The apparatus of claim 23 wherein the additional data is selected from the group consisting of:

content from a web site of the organization, internal glossary;

internal dictionary;

a document of the organization, marketing material;

competition analysis; and

a broadcast.

25. The apparatus of claim 17 further comprising a manual generation or modification component for generating the existing ontology or modifying the ontology.

26. The apparatus of claim 17 further comprising a query engine for receiving a query and generating a response related to the group of concepts or the ontology.

27. The apparatus of claim 17 further comprising a management component for controlling flow and data transfer between components.

28. The apparatus of claim 17 further comprising:

a capturing component for capturing the interactions; and

a storage device for storing the ontology or results obtained by the advanced analysis engine.

29. An apparatus for generating a domain ontology in an organization from interactions captured in a call center associated with the organization, the apparatus comprising:

an extraction component arranged to extract data from the interactions;

an advanced analysis engine arranged to perform advanced analysis on the interactions or data extracted by the extraction component, and to obtain a group of concepts;

an ontology generation or enhancement component arranged to generate an ontology or modify an existing ontology utilizing the group of concepts; and

a storage device for storing the ontology.

30. The apparatus of claim 29 wherein the advanced analysis engine receives the existing ontology.

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

receiving the interactions;

extracting data from the interactions; and

performing advanced analysis on the interactions or on the data extracted from the interactions, using an ontology related to the organization or to a business vertical with which the organization is associated.

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

receiving interactions captured in a call center associated with an organization;

extracting data from the interactions;

performing advanced analysis on the interactions or on the data extracted from the interactions; and

creating a domain ontology or enhancing a previous domain ontology using output of the advanced analysis.