METHOD AND APPARATUS FOR AUTOMATIC CORRELATION OF MULTI-CHANNEL INTERACTIONS

• US 20120215535A1
• Filed: 02/23/2011
• Published: 08/23/2012
• Est. Priority Date: 02/23/2011
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: WASSERBLAT, Moshe, Gazit, Omer
• Granted Patent: US 8,731,918 B2
• Time in Patent Office: Days
• US Class Current: 704/243
• CPC Class Codes: G06F 16/31 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/35 Clustering; Classification
• CPC Class Codes: G10L 15/005 Language recognition
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method and apparatus for multi-channel categorization, comprising capturing a vocal interaction and a non-vocal interaction, using logging or capturing devices; retrieving a first word from the vocal interaction and a second word from the non-vocal interaction; assigning the vocal interaction into a first category using the first word; assigning the non-vocal interaction into a second category using the second word; and associating the first category and the second category into a multi-channel category, thus aggregating the vocal interaction and the non-vocal interaction.

Claims

1. A method for categorizing interactions in a call center of an organization, comprising:

capturing at least one vocal interaction and at least one non-vocal interaction, using logging or capturing devices;

retrieving at least one first word from the at least one vocal interaction;

retrieving at least one second word from the at least one non-vocal interaction;

assigning the at least one vocal interaction into a first category using the at least one first word;

assigning the at least one non-vocal interaction into a second category using the at least one second word; and

associating the first category and the second category into a multi-channel category, thus aggregating the at least one vocal interaction and the at least one non-vocal interaction.

2. The method of claim 1 wherein the first category and the second category are pre-determined sub-categories, and wherein associating the first category and the second category comprises unifying the pre-determined sub-categories.

3. The method of claim 1 wherein the first category and the second category are clusters, and wherein associating the first category and the second category comprises unifying the clusters.

4. The method of claim 1 further comprising performing initial filtering for selecting interactions to be processed.

5. The method of claim 4 wherein the initial filtering relates to Computer-Telephony-Integration data or to Customer-Relationship-Management data or to meta data associated with the at least one vocal interaction or the at least one non-vocal interaction.

6. The method of claim 1 further comprising filtering the least one vocal interaction.

7. The method of claim 6 wherein filtering the at least one vocal interaction relates to emotion detection, talk analysis, accent identification or language identification.

8. The method of claim 1 further comprising filtering the least one non-vocal interaction.

9. The method of claim 8 wherein filtering the at least one non-vocal interaction relates to sentiment analysis.

10. The method of claim 1 further comprising normalization and injection of the at least one vocal interaction or the least one non-vocal interaction into a unified format.

11. The method of claim 1 further comprising analyzing the multi-channel category.

12. An apparatus for multi-channel categorizing interactions in a call center of an organization, comprising:

a logging or capturing component for capturing at least one vocal interaction and at least one non-vocal interaction;

an audio analysis engine for retrieving at least one first word from the at least one vocal interaction;

a text analysis engine for retrieving at least one second word from the at least one non-vocal interaction;

a grouping component for assigning the at least one vocal interaction into a first category using the at least one first word and assigning the at least one non-vocal interaction into a second category using the at least one second word; and

an aggregation component for associating the first category and the second category into a multi-channel category, thus aggregating the at least one vocal interaction and the at least one non-vocal interaction.

13. The apparatus of claim 12 wherein the first category and the second category are pre-determined sub-categories, and wherein the aggregation component unifies the first category and the second category into one or more categories.

14. The apparatus of claim 12 wherein the first category and the second category are clusters, and wherein the aggregation component unifies the first category and the second category into one or more clusters.

15. The apparatus of claim 12 wherein the audio analysis engine is a word spotting engine or a speech to text engine.

16. The apparatus of claim 12 further comprising one or more of the engines selected from the group consisting of:

emotion detection engine;

talk analysis engine;

call flow analysis engine;

accent identification engine; and

language identification engine.

17. The apparatus of claim 12 further comprising a normalization and injection component for normalizing and injecting the at least one vocal interaction or the least one non-vocal interaction into a unified format.

18. The apparatus of claim 12 further comprising an advanced analysis engine for analyzing the multi-channel category.

19. The apparatus of claim 12 further comprising a filtering component for filtering out interactions unsuitable for further analysis.

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

capturing at least one vocal interaction and at least one non-vocal interaction, using logging or capturing devices;

retrieving at least one first word from the at least one vocal interaction;

retrieving at least one second word from the at least one non-vocal interaction;

assigning the at least one vocal interaction into a first category using the at least one first word;

assigning the at least one non-vocal interaction into a second category using the at least one second word; and

associating the first category and the second category into a multi-channel category, thus aggregating the at least one vocal interaction and the at least one non-vocal interaction.