SYSTEM AND METHODS FOR ANALYZING MULTICHANNEL COMMUNICATIONS INCLUDING VOICE DATA

  • US 20170264744A1
  • Filed: 05/25/2017
  • Published: 09/14/2017
  • Est. Priority Date: 03/14/2013
  • Status: Active Grant
First Claim
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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 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,wherein the user includes the identified customer or a customer service agent.

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