Automated scoring of interactions

• US 20080004945A1
• Filed: 06/30/2006
• Published: 01/03/2008
• Est. Priority Date: 06/30/2006
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Smith, Damian, Nies, James Gordon, Williams, Jamie Richard, Watson, Joe
• Application Number:
  US11/479,056
• Publication Number:
  US 20080004945A1
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Disclosed in various embodiments are various systems, methods, and programs embodied on a computer readable medium for automated scoring of interactions. In one embodiment, an example of a method is provided that comprises the steps of storing a plurality of interactions in a memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction. The method also comprises the steps of applying a plurality of rules to each of the interactions to identify a plurality of events in each of the interactions, each of the rules defining at least one event that is associated with at least one of the interactive factors of a respective one of the interactions, and, generating a score in the computer system for each of the interactions based upon the rules defining the at least one event occurring in each of the interactions, respectively. The method further comprises the step of ranking at least a subset of the interactions relative to each other based upon the scores generated for the interactions.

Claims

1. A method for automated scoring of interactions, comprising:

storing a plurality of interactions in a memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction;

applying a plurality of rules to each of the interactions to identify a plurality of events in each of the interactions, each of the rules defining at least one event that is associated with at least one of the interactive factors of a respective one of the interactions;

generating a score in the computer system for each of the interactions based upon the rules defining the at least one event occurring in each of the interactions, respectively; and

ranking at least a subset of the interactions relative to each other based upon the scores generated for the interactions.

2. The method of claim 1, further comprising the step of identifying a subset of the interactions to be ranked relative to each other based upon the scores generated for each of the interactions.

3. The method of claim 1, further comprising the step of identifying one of a plurality of classifications for each respective one of the interactions.

4. The method of claim 3, wherein a subset of the rules is associated with each of the classifications, each of the subsets of rules being unique with respect to each other.

5. The method of claim 1, wherein at least one of the rules defines a pattern of the events.

6. The method of claim 5, wherein the step of generating the score in the computer system for each of the interactions further comprises generating the score based upon the rules defining the pattern of events occurring in respective ones of the interactions.

7. The method of claim 1, further comprising the step of manually reviewing predefined lowest percentage of all of the interactions based upon the ranking of the plurality of interactions relative to each other based upon the scores.

8. The method of claim 7, further comprising the step of manually reviewing predefined highest percentage of all of the interactions based upon the ranking of the plurality of interactions relative to each other based upon the scores.

9. The method of claim 7, further comprising the step of refining the rules in response to the manual review of the predefined highest percentage of all of the interactions.

10. A system for automated scoring of interactions, comprising:

a processor circuit having a processor and a memory;

a plurality of interactions stored in the memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction;

an automated interaction scoring calculator stored in the memory and executable by the processor, the automated interaction scoring calculator comprising;

a plurality of rules defining at least one event that is associated with at least one of the interactive factors;

logic that applies at least a subset of the rules to respective ones of the interactions to identify at least one event occurring in the respective ones of the interactions;

logic that generates and stores a score in the memory for the respective ones of the interactions based upon the rules defining the at least one event occurring in the respective ones of the interactions; and

logic that ranks at least a subset of the interactions relative to each other based upon the scores generated for the interactions.

11. The system of claim 10, wherein the automated interaction scoring calculator further comprises:

a plurality of classifications, each of the classifications indicating a type of interaction; and

logic that determines a classification for each of the interactions.

12. The system of claim 11, wherein the rules further comprise at least one classification specific rule that is associated with a respective one of the classifications.

13. The system of claim 11, wherein the rules further comprise at least one classification generic rule that is generic with respect to all of the classifications.

14. The system of claim 10, wherein the automated interaction scoring calculator further comprises logic that facilitates a specification of at least the subset of the interactions to be ranked based upon the score for the interactions.

15. The system of claim 14, wherein the automated interaction scoring calculator further comprises logic that renders a list of the subset of the interactions ranked based upon the score for the interactions.

16. The system of claim 10, wherein at least one of rules define a pattern of the events.

17. The system of claim 10, wherein at least one of rules define a plurality of patterns of the events.

18. The system of claim 10, wherein at least one of rules define both at least one of the events and at least one pattern of the events.

20. The system of claim 10, wherein the automated interaction scoring calculator further comprises:

a plurality of classifications, each of the classifications indicating a type of interaction; and

means for determining a classification for each of the interactions.

19. A system for automated scoring of interactions, comprising:

a plurality of interactions stored in a memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction;

a plurality of rules defining at least one event that is associated with at least one of the interactive factors;

means for applying at least a subset of the rules to respective ones of the interactions to identify at least one event occurring in the respective ones of the interactions;

means for generating and storing a score in the memory for the respective ones of the interactions based upon the rules defining the at least one event occurring in the respective ones of the interactions; and

means for ranking at least a subset of the interactions relative to each other based upon the scores generated for the interactions.