Methods and system for analyzing multichannel electronic communication data

• US 9,407,768 B2
• Filed: 07/24/2015
• Issued: 08/02/2016
• Est. Priority Date: 03/14/2013
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Danson, Christopher, Brown, Douglas, Gustafson, David, Warford, Roger, Moore, Melissa, Capers, Keene Hedges
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/808,092
• Publication Number:
  US 20150334236A1
• Time in Patent Office: 375 Days
• Field of Search: 37926501-26603
• 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 one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal, 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 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 a user.

Claims

1. A customer analysis method for analyzing electronic customer communication data and generating behavioral assessment data, which method comprises:

receiving electronic customer communication data of two or more types by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal, wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup;

identifying a customer associated with the electronic customer communication data received by the one or more servers;

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

generating behavioral assessment data based on the analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data for that identified customer; and

displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data, wherein the user includes the identified customer or a customer service agent.

2. The customer analysis method of claim 1, wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, or a social media data stream.

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

4. The customer analysis method of claim 1, wherein the electronic customer communication data is data provided by a customer during communication with a 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 customer analysis 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 customer analysis method of claim 1, wherein analyzing includes determining identifying indicia of a customer and a behavioral signifier in the electronic customer data.

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

8. The customer analysis method of claim 1, further comprising outputting a notification including the behavioral assessment data based on detection of the customer identification data.

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

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

11. The customer analysis method of claim 1, further comprising analyzing a telephonic communication associated with the electronic customer communication data, wherein analyzing the telephonic voice communication includes:

receiving a telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication;

separating the telephonic communication into at least first 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 by mining the separated one of the first and second constituent voice data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent voice data; and

,

generating behavioral assessment data including a personality type corresponding to the analyzed one of the separated first and second constituent voice data based on the analyzing of constituent voice data and based on behavioral assessment data for the electronic customer communication data.

12. The customer analysis method of claim 11, wherein at least one of the first and second constituent voice data is aggregated with the electronic communication data, and a text file is generated from aggregated data for applying the predetermined linguistic-based psychological behavioral model.

13. The customer analysis method of claim 1, further comprising:

aggregating electronic customer communication data from one or more channels; and

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

14. The customer analysis method of claim 1, further comprising aggregating electronic customer communication data from one or more sources based on identification of a customer from the electronic customer communication data.

15. A customer analysis 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 of two or more types on one or more servers configured to provide a user interface comprising a website, web portal, or virtual portal, wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup;

computer readable code to identify a customer associated with the electronic customer communication data received by the one or more servers;

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

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

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

16. The customer analysis computer program product of claim 15, wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, or a social media data stream.

17. The customer analysis computer program product of claim 15, wherein the electronic customer communication data is at least two of electronic-mail data, web content data, text message data, voice over IP data, and online forum data.

18. The customer analysis computer program product of claim 15, wherein analyzing includes determining identifying indicia of a customer and a behavioral signifier in the electronic customer data.

19. The customer analysis computer program product of claim 15, wherein analyzing includes determining a customer activity associated with the electronic customer communication data.

20. The customer analysis computer program product of claim 15, further comprising computer readable code to output a notification including the behavioral assessment data based on detection of the customer identification data.

21. The customer analysis computer program product of claim 15, further comprising computer readable code to store the behavioral assessment data, wherein the behavioral assessment data includes identifying indicia associated with a customer.

22. The customer analysis computer program product of claim 15, further comprising:

computer readable code to aggregate electronic customer communication data from one or more channels; and

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

23. The customer analysis computer program product of claim 15, further comprising computer readable code to aggregate electronic customer communication data from one or more sources based on identification of a customer from the electronic customer communication data.

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

receiving electronic customer communication data of two or more types at one or more servers configured to provide a user interface comprising a website, web portal, or virtual portal, wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup;

identifying a customer associated with the electronic customer communication data received by the one or more servers;

aggregating electronic customer communication data 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 for that identified customer;

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

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

25. The customer analysis method of claim 24, wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, or a social media data stream.

26. The customer analysis method of claim 24, wherein the electronic customer communication data is at least two of electronic-mail data, web content data, text message data, voice over IP data, and online forum data.

27. The customer analysis method of claim 24, 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.

28. The customer analysis method of claim 27, wherein analyzing includes determining a behavioral signifier in the electronic customer data, determining a customer activity type associated with a contact center based on the electronic customer communication data, or both.

29. The customer analysis method of claim 28, which further comprises storing the behavioral assessment data, wherein the behavioral assessment data includes customer data.