Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center

• US 8,094,790 B2
• Filed: 03/01/2006
• Issued: 01/10/2012
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Gustafson, David, Danson, Christopher, Capers, Keene Hedges, Brown, Douglas
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US11/365,432
• Publication Number:
  US 20060265090A1
• Time in Patent Office: 2,141 Days
• Field of Search: 379/265.01, 379/265.02, 379/67.1, 379/88.16
• US Class Current: 379/88.16
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 21/0272 Voice signal separating
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0057 Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
• CPC Class Codes: H04M 7/0084 Network monitoring; Error detection; Error recovery; Network testing

Abstract

A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.

Claims

1. A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for training a customer service representative by analyzing a telephonic communication, the non-transitory computer readable medium:

a code segment for selecting at least one identifying criteria;

a code segment for identifying a pre-recorded first telephonic communication corresponding to the selected identifying criteria, the first telephonic communication having first event data associated therewith;

a code segment for generating coaching assessment data corresponding to the identified pre-recorded first telephonic communication;

a code segment for identifying a pre-recorded second telephonic communication corresponding to the selected identifying criteria, the second telephonic communication having second event data associated therewith;

a code segment for separating each of the plurality of first and second telephonic communication into at least first constituent voice data and second constituent voice data prior to the identifying step;

a code segment for analyzing one of the first and second constituent voice data 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; and

,

a code segment for generating behavioral assessment data corresponding to the analyzed one of the first and second voice data;

a code segment for comparing the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data; and

,

a code segment for generating a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.

2. The non-transitory computer readable medium of claim 1 further comprising:

a code segment for generating a first performance score for the coaching assessment;

a code segment for generating a second performance score for the pre-recorded second telephonic communications; and

,

wherein in the code segment for generating a notification, the notification is generated based on a comparison of first performance score with the second performance score.

3. The non-transitory computer readable medium of claim 1 wherein the code segment for identifying comprises identifying a plurality of pre-recorded first telephonic communications based on at least one identifying criteria, each of the first telephonic communications having first event data associated therewith, the computer program further comprising:

a code segment for generating a first performance score for each of the plurality of prerecorded first telephonic communications based on the at least one identifying criteria; and

,

a code segment for generating second performance score based on the identifying criteria value threshold.

4. The non-transitory computer readable medium of claim 3 wherein a notification is generated when one of the first performance scores is less than the second performance score.

5. The non-transitory computer readable medium of claim 3 wherein a notification is generated when one of the first performance scores is greater than the second performance score.

6. The non-transitory computer readable medium of claim 1 wherein the first and second event data comprise at least one of either behavioral assessment data, phone event data and distress assessment data.

7. The non-transitory computer readable medium of claim 1, wherein the first and second telephonic communication is received in digital format and the code segment for separating the communication into at least a first and second constituent voice data comprises:

a code segment for identifying a communication protocol associated with the first and second telephonic communication;

a code segment for recording each telephonic communication to a respective 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; and

,

a code segment for separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.

8. The non-transitory computer readable medium of claim 1 further comprising a code segments for a time interval between notifications generated by the code segment for generating a notification.

9. A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for training a customer service representative by analyzing a telephonic communication, the non-transitory computer readable medium comprising:

a code segment for selecting at least one identifying criteria;

a code segment for identifying a pre-recorded first telephonic communication corresponding to the selected identifying criteria, the first telephonic communication having first event data associated therewith;

a code segment for separating the first telephonic communication into at least first constituent voice data and second constituent voice data;

a code segment for analyzing one of the first and second constituent voice data 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; and

,

a code segment for generating behavioral assessment data corresponding to the analyzed one of the first and second voice data;

a code segment for generating coaching assessment data corresponding to the identified pre-recorded first telephonic communication;

a code segment for comparing the identified first telephonic communication within the coaching assessment data with a predetermined identifying criteria value threshold; and

,

a code segment for generating a notification based on the comparison of the identified first telephonic communication with the coaching assessment data with a predetermined identifying criteria value threshold.

10. The non-transitory computer readable medium computer program of claim 9 further comprising:

a code segment for generating a first performance score for the coaching assessment data;

a code segment for generating second performance for the identifying criteria value threshold; and

,

wherein in the code segment for generating a notification, the notification is generated based on a comparison of first performance score and the second performance score.

11. The non-transitory computer readable medium of claim 9 wherein the code segment for identifying comprises identifying a plurality of pre-recorded first telephonic communications based on at least one identifying criteria, each of the first telephonic communications having first event data associated therewith, the computer program further comprising:

a code segment for generating a first performance score for each of the plurality of prerecorded first telephonic communications based on the at least one identifying criteria; and

, a code segment for generating second performance score based on the identifying criteria value threshold;

wherein in the code segment for generating a notification generates a notification if a predetermined threshold of first performance scores are at least one of less than the second performance score and greater than the second performance scores.

12. The non-transitory computer readable medium of claim 9 wherein the first event data comprise at least one of either behavioral assessment data, phone event data and distress assessment data.

13. The non-transitory computer readable medium of claim 9 wherein the first telephonic communication is received in digital format and the code segment for separating the communication into at least a first and second constituent voice data comprises:

a code segment for identifying a communication protocol associated with the first telephonic communication;

a code segment for recording the first telephonic communication to a 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; and

,

a code segment for separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.

14. The non-transitory computer readable medium of claim 9 further comprising a code segments for a time interval between notifications generated by the code segment for generating a notification.