Method and system for analyzing a communication by applying a behavioral model thereto

• US 8,781,102 B2
• Filed: 11/05/2013
• Issued: 07/15/2014
• 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, Danson, Christopher, Brown, Douglas, Gustafson, David, Warford, Roger, Moore, Melissa
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US14/072,479
• Publication Number:
  US 20140064473A1
• Time in Patent Office: 252 Days
• Field of Search: 379/67.1, 379/88.16, 379/265.02, 379/265.06
• US Class Current: 379/265.06
• 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
• 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 non-transitory, computer readable medium that controls an executable computer readable programm code embodied therein, the executable computer readable program code for implementing a method of analyzing electronic communication data and generating behavioral assessment data therefrom, which method comprises:

receiving an electronic communication from a communicant, the communication being in digital format;

generating a text file from the electronic communication;

analyzing the text file of the electronic communication by mining the text file generated from the electronic communication and applying a predetermined linguistic-based psychological behavioral model to the text file generated from the electronic communication; and

generating behavioral assessment data including a personality type corresponding to the analyzed text file of the electronic communication.

2. The non-transitory, computer readable medium of claim 1, wherein the electronic communication is converted to digital format.

3. The non-transitory, computer readable medium of claim 1, wherein the electronic communication comprises at least one of telephone calls, facsimile transmissions, e-mails, web interactions, voice over IP (“

VoIP”

) and video.

4. The non-transitory, computer readable medium of claim 1, wherein the electronic communication comprises at least one of electronic mail data and electronic social media data.

5. The non-transitory, computer readable medium of claim 1, wherein the electronic communication comprises at least one of a digital recording of a telephone call, a facsimile transmission, an e-mail, a web interaction, voice over IP (“

VoIP”

), and a digital video.

6. The non-transitory, computer readable medium of claim 5, wherein the e-mail comprises digital electronic mail data or the web interaction comprises electronic social media data.

7. The non-transitory, computer readable medium of claim 1, which further comprises separating the electronic communication into at least first constituent digital data and second constituent digital data, the first constituent digital data being generated by the communicant, wherein the analyzing comprises analyzing of the separated first and second constituent digital data by mining the separated one of the first and second constituent digital data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent digital data, and wherein the generating comprises generating behavioral assessment data including personality type corresponding to the analyzed one of the separated first and second constituent digital data based on the step of analyzing one of the first and second constituent digital data.

8. The non-transitory, computer readable medium of claim 7, wherein the digital data comprises voice data.

9. The non-transitory, computer readable medium of claim 1, wherein the generating behavioral assessment data comprises updating existing behavioral assessment data based on analysis of a recent text by the communicant.

10. The non-transitory, computer readable medium of claim 1, wherein the generating includes providing a report comprising a time-based graphical representation including the behavioral assessment data.

11. The non-transitory, computer readable medium of claim 7, wherein the separating the electronic communication into at least first constituent digital data and second constituent digital data further comprises:

identifying a communication protocol associated with an electronic communication;

recording the electronic 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

separating at least one of the first and second constituent data recorded on the corresponding first and second track from the first electronic data file.

12. The non-transitory computer readable medium of claim 11, which further comprises a non-transitory executable computer readable program code for implementing the step of storing the behavioral assessment data, wherein the behavioral data corresponds to at least one identifying indicia and is made available for subsequent analysis.

13. The non-transitory computer readable medium of claim 11, which further comprises non-transitory executable computer readable program code for implementing a step of generating event data corresponding to a least one identifying indicia and time interval, the event data comprising at least one of behavioral assessment data and distress assessment data.

14. The non-transitory computer readable medium of claim 11, which further comprises non-transitory 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 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.

15. The non-transitory, computer readable medium of claim 1, wherein the behavioral assessment data includes a plurality of personality types corresponding to the analyzed text file of the electronic communication from the communicant.

16. The non-transitory, computer readable medium of claim 1, wherein the personality type comprises an arrangement of all personality types in a plurality of tiers.

17. A method for analyzing an electronic communication between a customer and a contact center, the method comprising:

receiving a single electronic communication from a communicant;

generating a text file from the electronic communication;

analyzing the text file of the electronic communication by mining the text file generated from the electronic communication and applying a predetermined linguistic-based psychological behavioral model to the text file generated from the electronic communication; and

generating behavioral assessment data including a personality type corresponding to the analyzed text file of the electronic communication.

18. The method of claim 17, which further comprises converting the electronic communication to digital format before generating the text file.

19. The method of claim 17, which further comprises selecting the electronic communication to include at least one of a telephone call, facsimile transmission, e-mail, web interaction, voice over IP (“

VoIP”

) or video.

20. The method of claim 17, which further comprises selecting the electronic communication to include at least one of electronic mail data or electronic social media data.

21. The method of claim 17, which further comprises selecting the electronic communication to include at least one of a digital recording of a telephone call, a facsimile transmission, an e-mail, a web interaction, voice over IP (“

VoIP”

), or a digital video.

22. The method of claim 21, which further comprises selecting the e-mail to include digital electronic mail data or the web interaction to include electronic interaction data.

23. The method of claim 17, wherein the generating includes providing a report comprising a time-based graphical representation including the behavioral assessment data.

24. The method of claim 17, which further comprises adapting the predetermined linguistic-based psychological behavioral model to assess distress levels in a communication, the method further comprising generating distress assessment data corresponding to the analyzed text file.

25. The method of claim 17, which further comprises generating event data corresponding to at least one identifying indicia and time interval, the event data being selected to comprise at least one of behavioral assessment data and distress assessment data.

26. The method of claim 17, which further comprises:

separating the electronic communication into at least first and second constituent digital data, the first constituent digital data being generated by the communicant; and

analyzing one of the separated first and second constituent voice data by mining the separated one of the first and second constituent digital data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent digital data,

wherein the generating behavioral assessment data including a personality type corresponding to the analyzed text file is additionally corresponding to one of the separated first and second constituent digital data based on the step of analyzing one of the first and second constituent digital data.