Systems and methods for automated phone conversation analysis
First Claim
1. A non-transitory computer-readable storage medium comprising instructions for storing and recalling insurance company call center phone conversations comprising:
- instructions for analyzing a phone conversation between a customer and an agent of the insurance company call center in real time utilizing voice recognition techniques;
instructions for identifying attributes of the phone conversation while utilizing the voice recognition techniques during the phone conversation, wherein the attributes are associated with customer relations management (CRM) information and include key words or phrases spoken during the phone conversation by at least the customer calling the call center;
instructions for tagging the phone conversation with the attributes to enable access to specific locations within the phone conversation;
instructions for analyzing the attributes to determine whether to notify the agent to offer the customer a product;
instructions for storing said tagged phone conversation;
instructions for receiving and storing user inputs specifying business rules which identify life event parameters associated with customer demand for insurance policy products and services, wherein a life event is defined as a change in status of an insurance customer related to a need for new or additional insurance products or services;
instructions for receiving user input selecting at least one of said tagged attribute;
instructions for retrieving at least one of the phone conversations based upon said user input;
instructions for retrieving CRM data associated with the customer who engaged in the phone conversation, wherein the CRM data includes life events; and
instructions for analyzing the at least one phone conversation based upon said CRM data and said business rules.
1 Assignment
0 Petitions
Accused Products
Abstract
A system for providing phone conversation analysis may comprise at least one subsystem that monitors a phone conversation for key words or key phrases as defined by business rules. Conversations containing such words may be tagged with appropriate metadata to identify the conversation for subsequent analysis, and for conducting trending and analysis of the collected data. Also, a system for providing phone conversation analysis may comprise subsystems for monitoring a phone conversation for key words or key phrases, and associating the key words or key phrases with pre-determined offers or services.
63 Citations
21 Claims
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1. A non-transitory computer-readable storage medium comprising instructions for storing and recalling insurance company call center phone conversations comprising:
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instructions for analyzing a phone conversation between a customer and an agent of the insurance company call center in real time utilizing voice recognition techniques; instructions for identifying attributes of the phone conversation while utilizing the voice recognition techniques during the phone conversation, wherein the attributes are associated with customer relations management (CRM) information and include key words or phrases spoken during the phone conversation by at least the customer calling the call center; instructions for tagging the phone conversation with the attributes to enable access to specific locations within the phone conversation; instructions for analyzing the attributes to determine whether to notify the agent to offer the customer a product; instructions for storing said tagged phone conversation; instructions for receiving and storing user inputs specifying business rules which identify life event parameters associated with customer demand for insurance policy products and services, wherein a life event is defined as a change in status of an insurance customer related to a need for new or additional insurance products or services; instructions for receiving user input selecting at least one of said tagged attribute; instructions for retrieving at least one of the phone conversations based upon said user input; instructions for retrieving CRM data associated with the customer who engaged in the phone conversation, wherein the CRM data includes life events; and instructions for analyzing the at least one phone conversation based upon said CRM data and said business rules. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A non-transitory computer-readable storage medium comprising instructions for analyzing insurance company call center phone conversations comprising:
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instructions for analyzing a phone conversation between a customer and an agent of the insurance company call center in real time utilizing voice recognition techniques; instructions for identifying attributes of the phone conversation while utilizing the voice recognition techniques during the phone conversation, wherein the attributes include key words or phrases spoken during the phone conversation by at least the customer calling the call center; instructions for tagging the phone conversation with the attributes to enable access to specific locations within the phone conversation; instructions for analyzing the attributes to determine whether to notify the agent to offer the customer a product; instructions for storing said tagged phone conversation; instructions for receiving and storing user inputs specifying business rules which identify life event parameters associated with customer demand for insurance policy products and services, wherein a life event is defined as a change in status of an insurance customer related to a need for new or additional insurance products or services; instructions for receiving user input selecting at least one of said tagged attribute; instructions for retrieving at least one of the phone conversations based upon said user input; instructions for retrieving CRM data associated with the customer who engaged in the phone conversation, wherein the CRM data includes life events; and instructions for analyzing the at least one phone conversation based upon said CRM data and said business rules. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer-readable storage medium comprising instructions for analyzing insurance company call center phone conversations comprising:
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instructions for analyzing a phone conversation between a customer and an agent of the insurance company call center in real time utilizing voice recognition techniques; instructions for identifying attributes of the phone conversation while utilizing the voice recognition techniques during the phone conversation, wherein the attributes include key words or phrases spoken during the phone conversation by at least the customer calling the call center; instructions for tagging the phone conversation with the attributes to enable access to specific locations within the phone conversation; instructions for analyzing the attributes to determine whether to notify the agent to offer the customer a product; instructions for storing said tagged phone conversation; instructions for receiving and storing user inputs specifying business rules which identify life event parameters associated with customer demand for insurance policy products and services, wherein a life event is defined as a change in status of an insurance customer related to a need for new or additional insurance products or services; instructions for retrieving a plurality of said phone conversations based upon the tagged attributes; instructions for retrieving customer relations management (CRM) data associated with said plurality of phone conversations, wherein the CRM data includes life events; instructions for analyzing the plurality of phone conversations based upon said CRM data and said business rules; and instructions for determining patterns or relationships based upon said analysis. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification