System and methods for analyzing multichannel communications including voice data

• US 9,942,400 B2
• Filed: 05/25/2017
• Issued: 04/10/2018
• 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:
  US15/605,333
• Publication Number:
  US 20170264744A1
• Time in Patent Office: 320 Days
• 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

Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving a plurality of types of electronic customer communication data by one or more servers configured to provide a user interface including a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic communication data includes voice data, generating a text file from the voice data, identifying a customer associated with the electronic communication data received by the one or more servers, generating behavioral assessment data for the electronic communication data for that identified customer by analyzing the customer'"'"'s electronic communication data, and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data, and wherein the user includes the identified customer or a customer service agent.

Claims

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

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

generating a text file from the voice data;

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

generating behavioral assessment data by analyzing the text file and the at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup 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 types of electronic customer communication data comprises social media data, media feed, social media review, or social media data stream, which includes video data including the voice data.

3. The customer analysis method of claim 1, wherein at least one of the types of electronic customer communication data comprises image data.

4. The customer analysis method of claim 1, which further comprises analyzing one or more of the customer'"'"'s words, tones, gestures, posture, and facial expressions for behavioral assessment data.

5. The customer analysis method of claim 1, wherein the generated behavioral assessment data is analyzed to generate a rating of the customer satisfaction of the interaction.

6. The customer analysis method of claim 5, wherein the customer satisfaction is increased by displaying instructions to the user related to:

correcting a customer need, improving customer service, effectiveness of one or more customer service agents, assessing distress of the identified customer or customer service agent, evaluating the personality type of the communicant, assessing performance of the customer service agent, monitoring the effectiveness of a customer service agent, providing a graphic representation of behavioral assessment data, providing a graphic representation of customer satisfaction data, or any combination of the foregoing.

7. The customer analysis method of claim 1, wherein the one or more servers includes a third-party server adapted to send and receive communications.

8. The customer analysis method of claim 7, wherein the third-party server hosts a social networking site.

9. The customer analysis method of claim 8, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.

10. The customer analysis method of claim 7, wherein the third-party server is configured to permit a user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

11. A behavioral assessment computer program product stored on a non-transitory computer readable medium including computer executable code for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user, where the computer program product comprises instructions that, when executed:

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

generate, by the one or more servers, a text file from the voice data;

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

generating, by the one or more servers, behavioral assessment data by analyzing the text file and the at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup for that identified customer; and

display 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.

12. The behavioral assessment computer program product of claim 11, wherein at least one of the types of electronic customer communication data comprises at least one of the social media data, media feed, social media review, or social media data stream, which includes video data including the voice data.

13. The behavioral assessment computer program product of claim 11, wherein at least one of the types of electronic customer communication data comprises image data.

14. The behavioral assessment computer program product of claim 11, which further comprises instructions that, when executed, analyze one or more of the customer'"'"'s words, tones, gestures, posture, and facial expressions for behavioral assessment data.

15. The behavioral assessment computer program product of claim 11, further comprising instructions that, when executed, analyze the generated behavioral assessment data to increase customer satisfaction.

16. The behavioral assessment computer program product of claim 15, further comprising instructions that, when executed, increase customer satisfaction by displaying instructions to the user related to:

correcting a customer need, improving customer service, effectiveness of one or more customer service agents, assessing distress of the identified customer or customer service agent, evaluating the personality type of the communicant, assessing performance of the customer service agent, monitoring the effectiveness of a customer service agent, providing a graphic representation of behavioral assessment data, providing a graphic representation of customer satisfaction data, or any combination of the foregoing.

17. The behavioral assessment computer program product of claim 11, wherein the server is a third-party server adapted to send and receive communications.

18. The behavioral assessment computer program product of claim 17, wherein the third-party server hosts a social networking site.

19. The behavioral assessment computer program product of claim 17, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.

20. The behavioral assessment computer program product of claim 17, wherein the third-party server is configured to permit a user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

21. A system configured to analyze customer communications and display instructions to a user based on behavioral assessment data from the customer communications, which system comprises:

a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises;

instructions that, when executed, receive a plurality of types of electronic customer communication data configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic customer communication data includes voice data, and at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup;

instructions that, when executed, generate a text file from the voice data;

instructions that, when executed, identify a customer associated with the electronic customer communication data received by the processor;

instructions that, when executed, generate behavioral assessment data by analyzing the text file and the at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup for that identified customer; and

instructions that, when executed, display 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.

22. The system of claim 21, wherein the server is a third-party server adapted to send and receive communications.

23. The system of claim 21, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.