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
First Claim
1. A method for analyzing a telephonic communication between a customer and a contact center, the method comprising:
- receiving a single telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication;
separating the single telephonic communication into at least first constituent voice data and 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;
analyzing one of the separated first and second constituent voice data, the step of analyzing comprising;
translating one of the first and second constituent voice data into a text format;
applying a predetermined linguistic-based psychological behavioral model to the translated text of the one of the first and second constituent voice data, the applying step comprising the steps of;
mining the translated text of the one of the first and second constituent voice data by automatically identifying a plurality of behavioral signifiers in the translated text of the one of the first and second constituent voice data, the behavioral signifiers being associated with the psychological behavioral model; and
,automatically associating the identified behavioral signifiers in the translated text of the one of the first and second constituent voice data with at least one of a plurality of personality types associated with the psychological behavioral model; and
,generating behavioral assessment data from the analyzed one of the separated first and second constituted voice data, the behavioral assessment data including a personality type based on the analyzed one of the first and second constituent voice data based on the step of analyzing one of the first and second constituent voice data.
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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 first and second constituent voice data. One of the first and second constituent voice data is analyzed. The analysis consist of translating one the constituent voice data into a text format and applying a predetermined linguistic-based psychological behavioral model to the translated voice data. In applying the behavioral model, the translated voice data is mined, and behavioral signifiers associated with the psychological behavioral model are identified in the voice data. The behavioral signifiers are automatically associated with at least one of a plurality of personality types associated with the psychological behavioral model. Behavioral assessment data is generated which corresponds to the analyzed voice data.
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Citations
20 Claims
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1. A method for analyzing a telephonic communication between a customer and a contact center, the method comprising:
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receiving a single telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication; separating the single telephonic communication into at least first constituent voice data and 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; analyzing one of the separated first and second constituent voice data, the step of analyzing comprising; translating one of the first and second constituent voice data into a text format; applying a predetermined linguistic-based psychological behavioral model to the translated text of the one of the first and second constituent voice data, the applying step comprising the steps of; mining the translated text of the one of the first and second constituent voice data by automatically identifying a plurality of behavioral signifiers in the translated text of the one of the first and second constituent voice data, the behavioral signifiers being associated with the psychological behavioral model; and
,automatically associating the identified behavioral signifiers in the translated text of the one of the first and second constituent voice data with at least one of a plurality of personality types associated with the psychological behavioral model; and
,generating behavioral assessment data from the analyzed one of the separated first and second constituted voice data, the behavioral assessment data including a personality type based on the analyzed one of the first and second constituent voice data based on the step of analyzing one of the first and second constituent voice data. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. 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:
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receiving a single telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication; separating the single telephonic communication into at least first constituent voice data and 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; analyzing one of the separated first and second constituent voice data, the analyzing comprising; translating the separated one of the first and second constituent voice data into a text format; applying a predetermined linguistic-based psychological behavioral model to the translated text of the one of the first and second constituent voice data, the applying step comprising; mining the translated text of the one of the first and second constituent voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated text of the one of the first and second constituent voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and
,automatically associating the identified behavioral signifiers in the translated text of the one of the first and second constituent voice data with at least one of a plurality of personality types associated with the psychological behavioral model; and
,generating behavioral assessment data based on the analyzed one of the separated first and second constituent voice data, the behavioral assessment data including a personality type corresponding to the analyzed one of the first and second constituent voice data based on the step of analyzing one of the first and second constituent voice data. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. 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:
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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 single 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; analyzing the separated first constituent voice data, the step for analyzing comprising; applying a non-linguistic based analytic tool to the separated first constituent voice; 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 text of the first constituent voice data in a first text file; applying a predetermined linguistic-based psychological behavioral model to the translated text of the first constituent voice data in the first text file, the applying step comprising; mining the translated text of the first constituent voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated text of the first constituent voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and
,automatically associating the identified behavioral signifiers with at least one of a plurality of personality types associated with the psychological behavioral model; and
,generating at least one of either behavioral assessment data including a personality type and distress assessment data based on the analyzed first voice data based on the step of analyzing one of the first and second constituent voice data. - View Dependent Claims (16, 17, 18, 19)
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20. 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:
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receiving a single telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication; separating the single telephonic communication into at least first constituent voice data and second constituent voice data, the single telephonic communication being between a first communicant to the telephonic communication and a second communicant to the telephonic communication, the first constituent voice data being generated by the first communicant and the second constituent voice data being generated by the second communicant, the step of separating comprising; identifying a communication protocol associated with the single telephonic communication; recording the single telephonic communication to a first and second audio track of a first electronic data file, 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; extracting 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; analyzing the extracted one of the first and second constituent voice data, the a code segment for analyzing comprising; translating one of the first and second constituent voice data into a text format; applying a predetermined linguistic-based psychological behavioral model to the translated text of the one of the first and second constituent voice data, the applying step comprising; mining the translated text of the voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated text of the one of the first and second constituent voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and
,automatically associating the identified behavioral signifiers with at least one of a plurality of personality types associated with the psychological behavioral model; and
,generating behavioral assessment data from the analyzed one of the separated first and second constituted voice data, the behavioral assessment data including a personality type based on the analyzed one of the first and second constituent voice data based on the step of analyzing one of the first and second constituent voice data.
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Specification