Methods and system for analyzing multichannel electronic communication data

• US 9,083,801 B2
• Filed: 10/08/2013
• Issued: 07/14/2015
• Est. Priority Date: 03/14/2013
• 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): Hong, Harry S
• Application Number:
  US14/049,125
• Publication Number:
  US 20140270139A1
• Time in Patent Office: 644 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04L 61/457 containing identifiers of data entities on a computer, e.g. file names
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/53 using third party service providers
• CPC Class Codes: H04M 2203/555 Statistics, e.g. about subscribers but not being call statistics
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• 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 7/0012 Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements

Abstract

A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.

Claims

1. A method for analyzing electronic customer communication data and generating behavioral assessment data, the method comprising the acts of:

receiving electronic customer communication data by a contact center;

determining customer identification data associated with the electronic customer communication data by the contact center;

aggregating electronic customer communication data by customer category from one or more sources based on identification of a customer from the electronic customer communication data;

analyzing the aggregated electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data;

generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data; and

displaying instructions to a contact center agent via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.

2. The method of claim 1, wherein the electronic customer communication data is at least one of electronic-mail data, web content data, text message data, voice over IP data, and online forum data.

3. The method of claim 1, wherein the electronic customer communication data is social media data, update status, media feed, social media review, and a social media data stream.

4. The method of claim 1, wherein the electronic customer communication data is data provided by a customer during communication with the contact center and is associated with one or more of a pop-up window message, computer display, application window, and graphical user interface for the contact center.

5. The method of claim 1, wherein the analyzing includes identifying the type of electronic customer communication data, and wherein the analyzing is based on the type of electronic communication data.

6. The method of claim 1, wherein analyzing includes determining identifying indicia of a customer and a behavioral signifier in the electronic customer data.

7. The method of claim 1, wherein analyzing includes determining a customer activity associated with the contact center based on the electronic customer communication data.

8. The method of claim 1, further comprising storing the behavioral assessment data, wherein the behavioral assessment data includes identifying indicia associated with a customer.

9. The method of claim 1, further comprising automatically generating responsive electronic communication to the electronic customer communication data.

10. The method of claim 1, further comprising:

generating a text file from the aggregated electronic customer communication data for the behavioral assessment data.

28. The method of claim 1, further comprising providing a notification of the behavioral assessment data to the agent.

11. A computer program product stored on a non-transitory computer readable medium including computer executable code for analyzing electronic customer communication data and generating behavioral assessment data, the computer program product comprising:

computer readable code to receive electronic customer communication data by a contact center;

computer readable code to determine customer identification data associated with the electronic customer communication data by the contact center;

computer readable code to aggregate electronic customer communication data by customer category from one or more sources based on identification of a customer from the electronic customer communication data;

computer readable code to analyze the aggregated electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data;

computer readable code to generate behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data; and

computer readable code to display instructions to a contact center agent via reporting engine, wherein the instructions are based on the generated behavioral assessment data.

12. The computer program product of claim 11, wherein the electronic customer communication data is at least one of electronic-mail data, web content data, text message data, voice over IP data, and online forum data.

13. The computer program product of claim 11, wherein the electronic customer communication data is social media data, update status, media feed, social media review, and a social media data stream.

14. The computer program product of claim 11, wherein the electronic customer communication data is data provided by a customer during communication with the contact center and is associated with one or more of a pop-up window message, computer display, application window, and graphical user interface for the contact center.

15. The computer program product of claim 11, wherein analyzing includes identifying the type of electronic communication data, and wherein the analyzing is based on the type of electronic customer communication data.

16. The computer program product of claim 11, wherein analyzing includes determining identifying indicia of a customer and a behavioral signifier in the electronic customer data.

17. The computer program product of claim 11, wherein analyzing includes determining a customer activity associated with the contact center based on the electronic customer communication data.

18. The computer program product of claim 11, further comprising computer readable code to store the behavioral assessment data, wherein the behavioral assessment data includes identifying indicia associated with a customer.

19. The computer program product of claim 11, further comprising computer readable code to automatically generate responsive electronic communication to the electronic customer communication data.

20. The computer program product of claim 11, further comprising:

computer readable code to generate a text file from the aggregated electronic customer communication data for the behavioral assessment data.

29. The computer program product of claim 11, further comprising computer readable code that uses the behavioral assessment data to monitor effectiveness of the agent, contact center, or both.

21. A method for analyzing electronic customer communication data and generating behavioral assessment data, the method comprising the acts of:

receiving electronic customer communication data by a contact center;

determining customer identification data associated with the electronic customer communication data by the contact center;

aggregating electronic customer communication data by customer category from one or more sources based on identification of a customer from the electronic customer communication data;

analyzing the aggregated electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, wherein the analyzing includes identifying the type of electronic customer communication data, and wherein the analyzing is based on the type of electronic customer communication data;

generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for analyzed electronic customer communication data; and

displaying instructions to a contact center agent via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.

22. The method of claim 21, wherein the electronic customer communication data is at least one of electronic-mail data, web content data, text message data, voice over IP data, and online forum data.

23. The method of claim 21, wherein the electronic customer communication data is social media data, update status, media feed, social media review, and a social media data stream.

24. The method of claim 21, wherein the electronic customer communication data is data provided by a customer during communication with the contact center and is associated with one or more of a pop-up window message, computer display, application window, and graphical user interface for the contact center.

25. The method of claim 21, wherein analyzing includes determining a behavioral signifier in the electronic customer data.

26. The method of claim 21, wherein analyzing includes determining a customer activity type associated with the contact center based on the electronic customer communication data.

27. The method of claim 21, further comprising storing the behavioral assessment data, wherein the behavioral assessment data includes customer identification data.

30. The method of claim 21, further comprising using the behavioral assessment data to provide output data characterizing one or more of customer satisfaction, ability to correct customer needs, and improvements to customer service.