METHOD AND APPARATUS FOR AUTOMATIC CORRELATION OF MULTI-CHANNEL INTERACTIONS
First Claim
Patent Images
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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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.
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Citations
20 Claims
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1. A method for categorizing interactions in a call center of an organization, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. An apparatus for multi-channel categorizing interactions in a call center of an organization, comprising:
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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. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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20. A computer readable storage medium containing a set of instructions for a general purpose computer, the set of instructions comprising:
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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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Specification