SYSTEMS AND METHODS FOR PROVIDING SEARCHABLE CUSTOMER CALL INDEXES
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Abstract
A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one or more keywords from the audio recordings or transcripts and index the call information into one or more indexes based on the identified keywords. Finally, the system may determine search results responsive to a search query based on the indexing. In some embodiments, changes to customer service may be identified based on the search results.
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Citations
40 Claims
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1-20. -20. (canceled)
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21. A system for providing searchable call indexes, comprising:
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one or more processors; and one or more memory devices storing instructions that, when executed by the one or more processors, performs operations comprising; storing one or more indexes in a searchable database; determining a search query by which to search the one or more indexes; searching received call information based on the one or more indexes using the search query to identify search results including a subset of the received call information; associating the search results with an identifier unique to each incoming call in the received call information, the identifier being associated with call data; verifying the associated identifier, based on a threshold amount of calls falling within the search results; and locating, based on the associated identifier, at least one of customers, agents, and a vendor location associated with the search results. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28)
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29. A method for providing searchable call indexes, comprising:
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storing one or more indexes in a searchable database; determining a search query by which to search the one or more indexes; searching received call information based on the one or more indexes using the search query to identify search results including a subset of the received call information; associating the search results with an identifier unique to each incoming call in the received call information, the identifier being associated with call data; verifying the associated identifier, based on a determined percentage of calls falling within the search results; and locating, based on the associated identifier, at least one of customers, agents, and a vendor location associated with the search results. - View Dependent Claims (30, 31, 32, 33, 34, 35, 36)
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37. A non-transitory computer-readable medium storing instructions for providing searchable call indexes, the instructions operable to cause one or more processors to perform operations, comprising:
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storing one or more indexes in a searchable database; determining a search query by which to search the one or more indexes; searching received call information based on the one or more indexes using the search query to identify search results including a subset of the received call information; associating the search results with an identifier unique to each incoming call in the received call information, the identifier is associated with call data; verifying the associated identifier, based on a determined percentage of calls falling within the search results; and locating, based on the associated identifier, at least one of customers, agents, and a vendor location associated with the search results. - View Dependent Claims (38, 39, 40)
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Specification