Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto

• US 7,995,717 B2
• Filed: 05/18/2005
• Issued: 08/09/2011
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Capers, Keene Hedges, Moore, Melissa, Warford, Roger, Brown, Douglas, Danson, Christopher, Gustafson, David
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US11/131,850
• Publication Number:
  US 20060262920A1
• Time in Patent Office: 2,274 Days
• Field of Search: 379/67.1, 379/88.16, 379/265.02
• US Class Current: 379/88.16
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

Claims

1. A physical computer program product comprising a computer usable medium having an executable computer readable program code embodied therein, the executable computer readable program code for implementing a method of analyzing a telephonic communication and generating a report of behavioral assessment data therefrom, the method comprising:

receiving a single telephonic communication in digital format, the single telephonic communication being between a first communicant to the telephonic communication and a second communicant to the telephonic communication and comprising a first constituent voice data and a second constituent voice data, the first constituent voice data being generated by the first communicant and the second constituent voice data being generated by the second communicant;

identifying a communication protocol associated with the telephonic communication;

separating the first and second constituent voice data one from the other by recording the telephonic communication in stereo format to a first electronic data file, the first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol;

applying a non-linguistic based analytic tool to the separated first constituent voice data and for generating phone event data corresponding to the analyzed first constituent voice data;

translating the first constituent voice data into text format and storing the translated the first voice data in a first text file; and

,

analyzing the translated separated first voice data in the first text file by mining the translated separated first voice data in the text file and applying a predetermined linguistic-based psychological behavioral model to the translated separated first voice data in the text file and for generating at least one of either behavioral assessment data including personality type and distress assessment data corresponding to the analyzed first voice data.

2. The physical computer program product of claim 1 further comprising executable computer readable program code for implementing the steps of:

applying the non-linguistic based analytic tool to the separated second constituent voice data and for generating phone event data corresponding to the analyzed second constituent voice data;

translating the second constituent voice data into text format and storing the translated second voice data in a second text file;

analyzing the translated second voice data in the second text file by mining the text file and applying the predetermined linguistic-based psychological behavioral model to the translated second voice data in the second text file and for generating at least one of either behavioral assessment data and distress assessment data corresponding to the analyzed translated second voice data in the second text file;

generating call assessment data by comparatively analyzing the behavioral assessment data and distress assessment data corresponding to the analyzed translated second voice data and the behavioral assessment data and distress assessment data corresponding to the analyzed translated second voice data; and

,

outputting event data, the event data comprising call assessment data corresponding to at least one identifying indicia and at least one predetermined time interval.

3. The physical computer program product of claim 2, further comprising executable computer readable program code for implementing the steps of:

generating a graphical user interface for displaying a first field for enabling identification of customer interaction event information on a display, the customer interaction event information including analysis data based on the psychological behavioral model applied to the analyzed constituent voice data of each customer interaction event;

receiving input from a user for identifying at least a first customer interaction event; and

,

displaying the customer interaction event information for the first customer interaction event.