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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
First Claim
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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.

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