Real-time conversational analytics facility
First Claim
1. A non-transitory computer readable medium with an executable program for providing a dynamic graphical representation of a category, wherein the program instructs a computer processor to perform at least the following steps:
- receiving a voice communication;
analyzing the voice communication in at least near real-time relative to the receipt of the communication using a computer-based communications analytics facility for a language characteristic and an acoustic characteristic of the voice communication;
determining the category associated with at least one participant in the voice communication using the language characteristic and the acoustic characteristic, wherein the step of determining uses a contextual analysis that evaluates the category based on a plurality of words of the voice communication spoken before each word of the plurality, wherein the category is one category selected from the group consisting of a behavior, a reason, a procedure, a competitor, a dissatisfaction, an empathy, a repeat contact, a transferred call and a politeness; and
providing a dynamic graphical representation of the category through a graphical user interface.
1 Assignment
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Accused Products
Abstract
Methods and systems are provided for receiving a communication, analyzing the communication in real-time or near real-time using a computer-based communications analytics facility for at least one of a language characteristic and an acoustic characteristic, wherein for analyzing the language characteristic of voice communications, the communication is converted to text using computer-based speech recognition, determining at least one of the category, the score, the sentiment, or the alert associated with the communication using the at least one language and/or acoustic characteristic, and providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface.
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Citations
29 Claims
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1. A non-transitory computer readable medium with an executable program for providing a dynamic graphical representation of a category, wherein the program instructs a computer processor to perform at least the following steps:
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receiving a voice communication; analyzing the voice communication in at least near real-time relative to the receipt of the communication using a computer-based communications analytics facility for a language characteristic and an acoustic characteristic of the voice communication; determining the category associated with at least one participant in the voice communication using the language characteristic and the acoustic characteristic, wherein the step of determining uses a contextual analysis that evaluates the category based on a plurality of words of the voice communication spoken before each word of the plurality, wherein the category is one category selected from the group consisting of a behavior, a reason, a procedure, a competitor, a dissatisfaction, an empathy, a repeat contact, a transferred call and a politeness; and providing a dynamic graphical representation of the category through a graphical user interface. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A system that provides a visual indication of a language analysis and an acoustic analysis of a communication, comprising:
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a receiver for receiving a copy of the communication in near real-time or real-time relative to the origination of the communication; a computer-based communications analytics facility for evaluating the received communication in near real-time or real-time relative to the receipt of the copy, comprising; a language module for analyzing the communication for a language characteristic and a non-word symbol within the communication text that mimics a verbal element; an acoustic analysis module for analyzing the communication for an acoustic characteristic; a contextual module for analyzing a context of words within the communication; and a determination module for determining a category, a score and an alert associated with the communication using the language characteristic, non-word symbol and the acoustic characteristic, wherein the alert concerns a presence or an absence of specific language and wherein the category is one category selected from the group consisting of a behavior, a reason, a procedure, a competitor, a dissatisfaction, an empathy, a repeat contact, a transferred call and a politeness; and an interface for displaying at least one visual indication representative of each of the category, the score and the alert. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A non-transitory computer readable medium with an executable program for providing a dynamic graphical representation of a category, a score, a sentiment, and an alert wherein the program instructs a processor to perform at least the following steps:
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receiving a communication; analyzing the communication in at least near real-time relative to receipt of the communication using a computer-based communications analytics facility for a language characteristic, a non-word symbol that mimics a verbal element, and an acoustic characteristic, wherein analyzing the language characteristic of voice communications includes converting the voice communication to text using computer-based speech recognition; analyzing the communication using a contextual analysis that evaluates the voice communication based on a plurality of words of the voice communication spoken before each word of the plurality of words; determining the category, the score, the sentiment, and the alert associated with the communication using the language characteristic, non-word symbol, the acoustic characteristic and the contextual analysis, wherein the category is one category selected from the group consisting of a behavior, a reason, a procedure, a dissatisfaction, an empathy, a repeat contact, a transferred call and a politeness; and providing a dynamic graphical representation of the category, score, sentiment and the alert through a graphical user interface.
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Specification