Predicting outcomes for events based on voice characteristics and content of a voice sample of a contact center communication
First Claim
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1. A method for determining whether to conduct a follow-up action with a party based on predicting an outcome for the follow-up action with the party, the method comprising:
- applying a first classifier model to one or more voice characteristics extracted from a voice sample of the party by at least one computer processor to provide a first predicted outcome of whether the follow-up action with the party will result in an event of interest occurring;
applying a second classifier model to a set of words spoken by the party in the voice sample by the at least one computer processor to provide a second predicted outcome of whether the follow-up action with the party will result in the event of interest occurring;
determining by the at least one computer processor whether the first predicted outcome and the second predicted outcome match;
in response to the first predicted outcome and the second predicted outcome matching, predicting the outcome to the follow-up action with the party as being the first predicted outcome; and
conducting the follow-up action with the party in response to predicting the outcome to the follow-up action with the party will result in the event of interest occurring.
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Abstract
Various embodiments of the invention provide methods, systems, and computer-program products for predicting an outcome for an event of interest associated with a contact center communication. That is to say, various embodiments of the invention involve predicting an outcome for an event of interest associated with a party involved in a contact center communication based on characteristics and content of the communication conducted with the party by utilizing one or more classifier models.
14 Citations
18 Claims
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1. A method for determining whether to conduct a follow-up action with a party based on predicting an outcome for the follow-up action with the party, the method comprising:
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applying a first classifier model to one or more voice characteristics extracted from a voice sample of the party by at least one computer processor to provide a first predicted outcome of whether the follow-up action with the party will result in an event of interest occurring; applying a second classifier model to a set of words spoken by the party in the voice sample by the at least one computer processor to provide a second predicted outcome of whether the follow-up action with the party will result in the event of interest occurring; determining by the at least one computer processor whether the first predicted outcome and the second predicted outcome match; in response to the first predicted outcome and the second predicted outcome matching, predicting the outcome to the follow-up action with the party as being the first predicted outcome; and conducting the follow-up action with the party in response to predicting the outcome to the follow-up action with the party will result in the event of interest occurring. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A non-transitory, computer-readable medium comprising computer-executable instructions for determining whether to conduct a follow-up action with a party based on predicting an outcome for the follow-up action with the party that when executed by at least one computer processor are configured to cause the at least one computer processor to:
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apply a first classifier model to one or more voice characteristics extracted from a voice sample of the party to provide a first predicted outcome of whether the follow-up action with the party will result in an event of interest occurring; apply a second classifier model to a set of words spoken by the party in the voice sample to provide a second predicted outcome of whether the follow-up action with the party will result in the event of interest occurring; determine whether the first predicted outcome and the second predicted outcome match; and in response to the first predicted outcome and the second predicted outcome matching, predict the outcome to the follow-up action with the party as being the first predicted outcome, wherein the follow-up action is conducted with the party in response to predicting the outcome to the follow-up action with the party will result in the event of interest occurring. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A system for determining whether to conduct a follow-up action with a party based on predicting an outcome for the follow-up action with the party, the system comprising:
at least one computer processor configured to; apply a first classifier model to one or more voice characteristics extracted from a voice sample of the party to provide a first predicted outcome of whether the follow-up action with the party will result in an event of interest occurring; apply a second classifier model to a set of words spoken by the party in the voice sample to provide a second predicted outcome of whether the follow-up action with the party will result in the event of interest occurring; determine whether the first predicted outcome and the second predicted outcome match; and in response to the first predicted outcome and the second predicted outcome matching, predict the outcome to the follow-up action with the party as being the first predicted outcome, wherein the follow-up action is conducted with the party in response to predicting the outcome to the follow-up action with the party will result in the event of interest occurring. - View Dependent Claims (14, 15, 16, 17, 18)
Specification