Method and System for Analyzing Separated Voice Data of a Telephonic Communication Between a Customer and a Contact Center by Applying a Psychological Behavioral Model Thereto

• US 20110249811A1
• Filed: 06/21/2011
• Published: 10/13/2011
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly, Capers, Keene Hedges, Moore, Melissa, Warford, Roger
• Granted Patent: US 8,594,285 B2
• Time in Patent Office: Days
• US Class Current: 379/88.01
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

Claims

1. A method for analyzing a telephonic communication between a customer and a contact center, the method comprising:

receiving a single telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication;

separating the telephonic communication into at least first constituent voice data, the first constituent voice data being generated by the first communicant and the second constituent voice data being generated by the second communicant;

analyzing one of the separated first and second constituent voice data by mining the separated one of the first and second constituent voice data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent voice data; and

,

generating behavioral assessment data including a personality type corresponding to the analyzed one of the separated first and second constituent voice data based on the step of analyzing one of the first and second constituent voice data.

2. The method of claim 1, wherein the telephonic communication is received in digital format and the step of separating the telephonic communication into at least a first and second constituent voice data comprises the steps of:

identifying a communication protocol associated with the telephonic communication;

recording the telephonic communication to a first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and

,

separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.

3. The method of claim 1, further comprising the step of generating a text file comprising a textual translation of at least one of the first and second constituent voice data before the analyzing step, the analyzing step being performed on the text file.

4. The method of claim 1, wherein the predetermined linguistic-based psychological behavioral model is adapted to assess distress levels in a communication, the method further comprising the step of generating distress assessment data corresponding to the analyzed one of the first and second voice data.

5. The method of claim 1, further comprising the steps of generating event data corresponding to at least one identifying indicia and time interval, the event data comprising at least one of behavioral assessment data and distress assessment data.

6. The method of claim 1, wherein the telephonic communication is one of a plurality of telephonic communications, the method further comprising the step of categorizing the telephonic communication as one of a plurality of call types.

7. The method of claim 6, further comprising the step of selecting the telephonic communication from the plurality of telephonic communications based upon the call type in which the telephonic communication is categorized.

8. The method of claim 1, wherein the telephonic communication is one of a plurality of telephonic communications, the method further comprising the step of categorizing each of the telephonic communications of the plurality of telephonic communications into one of a plurality of customer categories.

9. The method of claim 8, further comprising the step of selecting the telephonic communication from the plurality of telephonic communications based upon the customer category in which the telephonic communication is categorized.

10. The method of claim 1, further comprising the step of automatically generating a responsive communication to the telephonic communication based on the event data.

11. A physical computer program product comprising a computer usable medium having an executable computer readable program code embodied therein, the executable computer readable program code for implementing a method of analyzing a telephonic communication and generating a report of behavioral assessment data therefrom, the method comprising:

receiving a single telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication;

separating the telephonic communication into at least first constituent voice data and second constituent voice data, the first constituent voice data being generated by the first communicant and the second constituent voice data being generated by the second communicant;

analyzing one of the separated first and second constituent voice data by mining the separated one of the first and second constituent voice data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent voice data; and

generating behavioral assessment data including personality type corresponding to the analyzed one of the separated first and second constituent voice data based on the step of analyzing one of the first and second constituent voice data.

12. The physical computer program product of claim 11, wherein the step of separating the telephonic communication into a first constituent voice data and a second constituent voice data comprises:

identifying a communication protocol associated with telephonic communication′

recording the telephonic communication to a first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and

separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.

13. The physical computer program product of claim 11, further comprising an executable computer readable program code for implementing the step of storing the behavioral assessment data, the behavioral data corresponding to at least one identifying indicia and being made available for subsequent analysis.

14. The physical computer program product of claim 11, further comprising an executable computer readable program code for implementing the step of automatically generating a responsive communication to the telephonic communication.

15. The physical computer program product of claim 11, further comprising executable computer readable program code for implementing the step of generating event data corresponding to a least one identifying indicia and time interval, the event data comprising at least one of behavioral assessment data and distress assessment data.

16. The physical computer program product of claim 11, further comprising executable computer readable program code for implementing the steps of:

generating a graphical user interface for displaying a first field for enabling identification of customer interaction event information on a display, the customer interaction event information including analysis data based on the psychological behavioral model applied to the analyzed constituent voice data of each customer interaction event;

receiving input from a user for identifying at least a first customer interaction event; and

,

displaying the customer interaction event information for the first customer interaction event.

17-19. -19. (canceled)