Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto

  • US 8,594,285 B2
  • Filed: 06/21/2011
  • Issued: 11/26/2013
  • Est. Priority Date: 05/18/2005
  • Status: Active Grant
First Claim
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1. A method for analyzing an electronic communication between a customer and a contact center, wherein the electronic communication is a telephonic communication, the method comprising:

  • receiving a single telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication;

    separating the telephonic communication into at least first and second constituent voice data, the first constituent voice data being generated by the first communicant and the second constituent voice data being generated by the second communicant;

    analyzing one of the separated first and second constituent voice data by mining the separated one of the first and second constituent voice data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent voice data; and

    ,generating behavioral assessment data including a personality type corresponding to the analyzed one of the separated first and second constituent voice data based on the step of analyzing one of the first and second constituent voice data.

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