REAL-TIME APPLICATION OF INTERACTION ANLYTICS

• US 20110307258A1
• Filed: 06/15/2010
• Published: 12/15/2011
• Est. Priority Date: 06/10/2010
• Status: Abandoned Application

• Current Assignee: Nice Systems Limited (Nice Ltd)
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Lewkowicz, Oren, Portman, Leon, Wasserblat, Moshe, Liberman, Hadas, Eshkol, Keren, Gazit, Omer, Tzfoni, Zohar, Revivo, Avi, Ephrat, Ronit, Pereg, Oren, Laperdon, Ronen, Shapira, Dori
• Application Number:
  US12/815,429
• Publication Number:
  US 20110307258A1
• Time in Patent Office: Days
• US Class Current: 704/251
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 2015/088 Word spotting

Abstract

A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category.

Claims

1. A method for performing a real-time action related to an interaction associated with a contact center, comprising:

receiving at least a part of an audio signal of the interaction captured by a capturing device associated with the organization, and metadata information associated with the interaction;

performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information;

categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress; and

taking an action associated with the category.

2. The method of claim 1 further comprising an initial categorization step for performing initial categorization of the interaction.

3. The method of claim 2 wherein the initial categorization determines an analysis engine or a parameter of an analysis engine to be used when performing audio analysis of the audio signal.

4. The method of claim 1 wherein the action is selected from the group consisting of popping a message on a display device of a person participating in the interaction;

popping a message on a display device of a supervisor;

providing an alert;

providing a person participating in the interaction with guidance;

providing a supervisor with an option to join the interaction; and

calling for help.

5. The method of claim 1 wherein the category relates to a subject selected from the group consisting of:

dissatisfied customer;

up-sale opportunity;

technical assistant;

financial mismatch;

public safety alarm situation, and an organization-defined issue.

6. The method of claim 1 wherein the audio analysis is selected from the group consisting of:

word spotting;

emotion analysis;

call flow, and transcription.

7. The method of claim 1 wherein the meta data includes at least one item selected from the group consisting of:

Computer Telephony Integration (CTI) data;

Customer Relationship Management (CRM) data;

start time of the interaction;

end time of the interaction;

information related to a customer associated with the interaction;

information related to a previous interactions between the customer associated with the interaction and the call center;

information related to an agent associated with the interaction; and

an event occurring an a display device of an agent associated with the interaction.

8. The method of claim 1 further comprising a step of defining the category.

9. An apparatus for performing a real-time action related to an interaction associated with a contact center, comprising:

a logging device for providing at least a part of an audio signal of the interaction captured by a capturing device associated with the organization, and metadata information associated with the interaction;

an audio analysis engine for analyzing the at least part of the audio signal, while the interaction is still in progress to obtain audio information;

a categorization component for determining a category associated with the interaction in accordance with the metadata information and the audio information, while the interaction is still in progress; and

an action manager component for initiating an action associated with the category.

10. The apparatus of claim 9 wherein the analysis engine or a parameter a parameter used by the analysis engine depends on initial output of the categorization component.

11. The apparatus of claim 9 wherein the action is selected from the group consisting of:

popping a message on a display device of a person participating in the interaction;

popping a message on a display device of a supervisor;

providing a person participating in the interaction with guidance;

providing a supervisor with an option to join the interaction; and

calling help.

12. The apparatus of claim 9 wherein the category relates to a subject selected from the group consisting of:

dissatisfied customer;

up-sale opportunity;

technical assistant;

financial mismatch;

public safety alarm situation, and an organization-defined issue.

13. The apparatus of claim 9 wherein the audio analysis engine is selected from the group consisting of:

word spotting;

emotion analysis;

call flow; and

transcription.

14. The apparatus of claim 9 wherein the meta data includes at least one item selected from the group consisting of:

Computer Telephony Integration (CTI) data;

Customer Relationship Management (CRM) data;

start time of the interaction;

end time of the interaction;

information related to a customer associated with the interaction;

information related to a previous interactions between the customer associated with the interaction and the call center;

information related to an agent associated with the interaction; and

an event occurring an a display device of an agent associated with the interaction.

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

receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction;

performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information;

categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress; and

taking an action associated with the category.