Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation

• US 8,611,523 B2
• Filed: 09/29/2008
• Issued: 12/17/2013
• Est. Priority Date: 09/28/2007
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Brown, Douglas, Warford, Roger, Gustafson, David, Danson, Christopher
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US12/286,168
• Publication Number:
  US 20090103708A1
• Time in Patent Office: 1,905 Days
• Field of Search: 37926501-26507
• US Class Current: 379/265.06
• 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

Abstract

The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.

Claims

1. A system for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the system comprising:

a first server for recording a telephonic communication between a customer and an agent;

a module for processing said telephonic communication into a plurality of computer telephony interpretation events; and

a module for analyzing said plurality of computer telephony interpretation events and classifying said plurality of computer telephony interpretation events into a first type and a second, different type.

2. The system of claim 1 wherein the types are selected from the group consisting of setup, information exchange, miscommunication, non-interaction, conversation, positive comments, and combinations thereof.

6. The system of claim 1 further comprising:

a module for determining the duration of each computer telephony interaction event classified as a first type.

7. The system of claim 1 further comprising a module for processing said telephonic communication into constituent voice data, a module for analyzing said constituent voice data to form communication objects, and a module for classifying the communications objects into types and forming segments of communications objects.

3. The system of 1 further comprising:

a module for classifying at least one of the plurality of computer telephony interpretation events as negotiations.

4. The system of claim 3 further comprising:

a module for determining the number of computer telephony interpretation events classified as negotiation; and

a module for determining a negotiation strength indicator based on the number of computer telephony interpretation events classified as negotiation.

5. The system of claim 4 further comprising:

a module for determining the average number of computer telephony interpretation events classified as negotiation over a period of time for the contact center; and

a module for comparing the average number of computer telephony interpretation events classified as negotiation and the number of computer telephony interpretation events classified as negotiation.

8. A method for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the method comprising the steps of:

recording, with a processor, onto a non-transitory computer readable medium a telephonic communication between a customer and an agent;

processing said telephonic communication into a plurality of computer telephony interpretation event;

analyzing said plurality of computer telephony interpretation event; and

classifying said plurality of computer telephony interpretation event into types a first type and a second, different type.

9. The method of claim 8 wherein the types are selected from the group consisting of setup, information exchange, miscommunication, non-interaction, conversation, positive comments, and combinations thereof.

10. The method of claim 8 further comprising the step of:

classifying at least one of the plurality of computer telephony interpretation events as a negotiation.

11. The method of claim 10 further comprising the steps of:

determining the number of computer telephony interpretation events classified as negotiation; and

determining a negotiation strength indicator based on the number of computer telephony interpretation events classified as negotiation.

12. The method of claim 11 further comprising the steps of:

determining the average number of computer telephony interpretation events classified as a negotiation over a period of time for the contact center; and

comparing the average number of computer telephony interpretation events classified as a negotiation and the number of computer telephony interpretation events classified as a negotiation.

13. The method of claim 8 further comprising the step of:

determining the duration of the computer telephony interaction event classified as the first type.

14. The method of claim 8 further comprising the steps of:

processing said telephonic communication into constituent voice data;

analyzing said constituent voice data to form communication objects;

classifying the communications objects into types; and

forming segments of communications objects.

15. A method for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the method comprising the steps of:

recording, with a processor, onto a non-transitory computer readable medium a telephonic communication between a customer and an agent;

processing said telephonic communication into a plurality of computer telephony interpretation events;

analyzing said plurality of computer telephony interpretation event;

classifying said plurality of computer telephony interpretation event into a first type and a second, different type;

processing said telephonic communication into constituent voice data;

analyzing said constituent voice data to form communication objects;

classifying the communications objects into types; and

forming segments of communications objects based on said classifying.

16. The method of claim 15 wherein the types are selected from the group consisting of setup, information exchange, miscommunication, non-interaction, conversation, positive comments, and combinations thereof.

17. The method of claim 15 further comprising classifying at least one of the communication objects as a negotiation.

18. The method of claim 15 further comprising the steps of:

determining a number of computer telephony interpretation events classified as negotiation; and

determining a negotiation strength indicator based on the number of computer telephony interpretation events classified as negotiation.

19. The method of claim 15 further comprising the steps of

determining the average number of communications objects classified as a negotiation over a period of time for the contact center;

and

comparing the average number of communications objects classified as a negotiation and a number of events classified as a negotiation.

20. The method of claim 15 further comprising determining the duration of the communications objects event classified as a type.