REAL-TIME CONVERSATIONAL ANALYTICS FACILITY
First Claim
1. A non-transitory computer readable medium with an executable program for providing a dynamic graphical representation of at least one of a category, a score, a sentiment, and an alert wherein the program instructs a computer processor to perform at least the following steps:
- receiving a voice communication;
analyzing the voice communication in at least near real-time relative to the receipt of the communication using a computer-based communications analytics facility for at least one of a language characteristic and an acoustic characteristic;
determining at least one of the category, the score, the sentiment, and the alert associated with at least one participant in the voice communication using the at least one language and/or acoustic characteristic; and
providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface.
1 Assignment
0 Petitions
Accused Products
Abstract
Methods and systems are provided for receiving a communication, analyzing the communication in real-time or near real-time using a computer-based communications analytics facility for at least one of a language characteristic and an acoustic characteristic, wherein for analyzing the language characteristic of voice communications, the communication is converted to text using computer-based speech recognition, determining at least one of the category, the score, the sentiment, or the alert associated with the communication using the at least one language and/or acoustic characteristic, and providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface.
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Citations
30 Claims
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1. A non-transitory computer readable medium with an executable program for providing a dynamic graphical representation of at least one of a category, a score, a sentiment, and an alert wherein the program instructs a computer processor to perform at least the following steps:
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receiving a voice communication; analyzing the voice communication in at least near real-time relative to the receipt of the communication using a computer-based communications analytics facility for at least one of a language characteristic and an acoustic characteristic; determining at least one of the category, the score, the sentiment, and the alert associated with at least one participant in the voice communication using the at least one language and/or acoustic characteristic; and providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A product that provides a visual indication of a language analysis and an acoustic analysis of a communication, comprising:
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a receiver for receiving a copy of the communication in near real-time or real-time relative to the origination of the communication; a computer-based communications analytics facility for evaluating the received communication in near real-time or real-time relative to the receipt of the copy, comprising; a language module for analyzing the communication for at least one of a language characteristic and a non-word symbol within the communication text that mimics a verbal element; an acoustic analysis module for analyzing the communication for an acoustic characteristic; and a determination module for determining at least one of a category, a score, a sentiment, and an alert associated with the communication using the at least one language characteristic, non-word symbol, and/or acoustic characteristic; and an interface for displaying at least one visual indication representative of the category, the score, the sentiment, or the alert. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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30. A non-transitory computer readable medium with an executable program for providing a dynamic graphical representation of at least one of a category, a score, a sentiment, and an alert wherein the program instructs a processor to perform at least the following steps:
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receiving a communication; analyzing the communication in at least near real-time relative to receipt of the communication using a computer-based communications analytics facility for at least one of a language characteristic, a non-word symbol that mimics a verbal element, and an acoustic characteristic, wherein analyzing the language characteristic of voice communications includes converting the voice communication to text using computer-based speech recognition; determining at least one of the category, the score, the sentiment, and the alert associated with the communication using the at least one language characteristic, non-word symbol, and/or acoustic characteristic; and providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface.
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Specification