System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time

• US 9,992,336 B2
• Filed: 08/31/2015
• Issued: 06/05/2018
• Est. Priority Date: 07/13/2009
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Scott, Mark David, Barnett, Jim
• Primary Examiner(s): ABEBE, DANIEL DEMELASH
• Application Number:
  US14/841,616
• Publication Number:
  US 20150373196A1
• Time in Patent Office: 1,009 Days
• Field of Search: 37926506
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 17/26 Recognition of special voice characteristics, e.g. for use in lie detectors; Recognition of animal voices
• CPC Class Codes: G10L 21/10 Transforming into visible information
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04L 65/1046 Call controllers; Call servers
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A computerized system for advising one communicant in electronic communication between two or more communicants has apparatus monitoring and recording interaction between the communicants, software executing from a machine-readable medium and providing analytics, the software functions including rendering speech into text, and analyzing the rendered text for topics, performing communicant verification, and detecting changes in communicant emotion. Advice is offered to the one communicant during the interaction, based on results of the analytics.

Claims

1. An apparatus for managing interactions in a contact center, comprising:

a processor; and

a memory coupled to the processor and storing instructions that, when executed by the processor, cause the processor to;

analyze a communication with a participant;

detect an emotional state of the participant based on the analyzed communication;

invoke a rule for providing a real-time recommendation comprising a plurality of dialog scripts based on the detected emotional state;

display the plurality of dialog scripts on a graphical user interface (GUI) operated by a contact center supervisor; and

prompt the contact center supervisor to select a dialog script from among the plurality of dialog scripts,

wherein in response to the selection, the selected dialog script is sent to a contact center agent for guiding the contact center agent in an interaction with a customer.

2. The apparatus of claim 1, wherein the real-time recommendation further comprises rerouting the customer from the contact center agent to another contact center agent.

3. The apparatus of claim 1, wherein providing the real-time recommendation to the contact center supervisor further comprises providing an interface on the GUI for allowing the supervisor to select the dialog script from among the recommended plurality of dialog scripts for delivery to the contact center agent.

4. The apparatus of claim 1, wherein the communication comprises a text communication.

5. The apparatus of claim 4, wherein the instructions further cause the processor to analyze the text communication for detecting the emotional state of the customer or the contact center agent based on phrase interpretation, character state interpretation, or emotion icon recognition.

6. The apparatus of claim 1, wherein the participant is the customer or the contact center agent.

7. The apparatus of claim 1, wherein the GUI includes an interface accessible to the supervisor for configuring rules, wherein the rules are invoked for making recommendations based on one or more conditions that are inferred through the analyzing of the communication.

8. A method for managing interactions in a contact center, comprising:

analyzing, by a processor, a communication with a participant;

detecting, by the processor, an emotional state of the participant based on the analyzed communication;

invoking, by the processor, a rule for providing a real-time recommendation comprising a plurality of dialog scripts based on the detected emotional state;

displaying, by the processor, on a graphical user interface (GUI) operated by a contact center supervisor, the plurality of dialog scripts; and

prompting, by the processor, the contact center supervisor to select a dialog script from among the plurality of dialog scripts,

wherein in response to the selection, the selected dialog script is sent to a contact center agent for guiding the contact center agent in an interaction with a customer.

9. The method of claim 8, wherein the real-time recommendation further comprises rerouting the customer from the contact center agent to another contact center agent.

10. The method of claim 8, wherein providing the real-time recommendation to the contact center supervisor further comprises providing, by the processor, an interface on the GUI for allowing the supervisor to select the dialog script from among the recommended plurality of dialog scripts for delivery to the contact center agent.

11. The method of claim 8, wherein the communication comprises a text communication.

12. The method of claim 11, further comprising analyzing, by the processor, the text communication for detecting the emotional state of the customer or the contact center agent based on phrase interpretation, character state interpretation, or emotion icon recognition.

13. The method of claim 8, wherein the participant is the customer or the contact center agent.