Method and system of searching for communications for playback or analysis

• US 9,432,511 B2
• Filed: 12/04/2015
• Issued: 08/30/2016
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Gustafson, David, Brown, Douglas, Danson, Christopher
• Primary Examiner(s): Elahee, Md S
• Application Number:
  US14/960,194
• Publication Number:
  US 20160088154A1
• Time in Patent Office: 270 Days
• Field of Search: 379/67.1, 379/88.16, 37926501-2661, 379/88.11, 704/270.1, 704/275
• US Class Current: 1/1
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 21/0272 Voice signal separating
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• 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
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0057 Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
• CPC Class Codes: H04M 7/0084 Network monitoring; Error detection; Error recovery; Network testing

Abstract

A method for searching for one or more recorded communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more communications is analyzed and assessment data is assigned thereto. The assessment data of the communications is searched for at least one search criterion, and at least one communication having assessment data matching the search criterion is identified. A representation of the matching communication is then displayed.

Claims

1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to search for a recorded communication, the plurality of instructions comprising:

instructions that, when executed, analyze one or more communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the communications to reveal a personality type of a human speaker by analyzing behavioral characteristics of the human speaker based on the one or more communications by an agent;

instructions that, when executed, assign assessment data regarding the agent to the one or more communications;

instructions that, when executed, search the assessment data of the one or more communications for at least one search criterion;

instructions that, when executed, identify at least one communication having assessment data matching the at least one search criterion; and

instructions that, when executed, display a representation of the at least one identified communication matching the at least one search criterion.

2. The non-transitory computer readable medium of claim 1, wherein the instructions that, when executed, assign assessment data to the one or more communications further comprises instructions that, when executed, assign behavioral assessment data based on the one or more communications and further wherein the at least one search criterion relates to the behavioral assessment data.

3. The non-transitory computer readable medium of claim 1, wherein the instructions that, when executed, assign assessment data to the one or more communications further comprises instructions that, when executed, assign distress assessment data based on the one or more communications and further wherein the at least one search criterion relates to the distress assessment data.

4. The non-transitory computer readable medium of claim 1, wherein the instructions that, when executed, assign assessment data to the one or more communications further comprises instructions that, when executed, assign communication event data based on the one or more communications and further wherein the at least one search criterion relates to the communication event data.

5. The non-transitory computer readable medium of claim 1, further comprising instructions that, when executed, receive input of the at least one search criterion.

6. The non-transitory computer readable medium of claim 1, wherein the instructions that, when executed, search the assessment data further comprises searching the assessment data for a plurality of search criteria, the instructions that, when executed, identify at least one communication further comprises identifying, at least one communication having assessment data matching the plurality of search criteria;

and the instructions that, when executed, view the at least one identified communication further comprises viewing the at least one identified communication matching the plurality of search criteria.

7. The non-transitory computer readable medium of claim 1, wherein the instructions that, when executed, assigns assessment data assigns assessment data to a plurality of communications and further wherein the instructions that, when executed, search the assessment data further comprises instructions that, when executed, search the assessment data of the plurality of communications for at least one search criterion.

8. The non-transitory computer readable medium of claim 7, wherein the instructions that, when executed, identify at least one communication further comprises instructions that, when executed, identify a plurality of communications having assessment data matching the at least one search criterion and further wherein the instructions that, when executed, display a representation further comprises instructions that, when executed, display representations of the plurality of identified communications matching the at least one search criterion.

9. The non-transitory computer readable medium of claim 8, further comprising instructions that, when executed, limit the number of communications matching the at least one search criterion.

10. The non-transitory computer readable medium of claim 9, further comprising instructions that, when executed, receive input on limiting the number of communication matching the at least one search criterion.

11. The non-transitory computer readable medium of claim 2, wherein the behavioral assessment data includes personality type information of the one or more customers.

12. The non-transitory computer readable medium of claim 3, wherein the distress assessment data includes customer dissatisfaction data.

13. The non-transitory computer readable medium of claim 4, wherein the communication event data comprises at least one of behavioral assessment data and distress assessment data.

14. The non-transitory computer readable medium of claim 1, further comprising instructions that, when executed, display the assessment data assigned to the at least one identified communication matching the at least one search criterion.

15. The non-transitory computer readable medium of claim 1, further comprising instructions that, when executed, display representations of all communications matching the at least one search criterion.

16. The non-transitory computer readable medium of claim 1, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types.

17. The non-transitory computer readable medium of claim 1, wherein the communication comprises at least one of a facsimile transmission, e-mail, web interaction, voice over IP (“

VolP”

) or video.

18. A method of searching one or more recorded communications which comprises:

analyzing one or more communications, wherein the analyzing comprises applying a linguistic-based psychological behavioral model to the communications to reveal a personality type of a human speaker by analyzing behavioral characteristics of the human speaker based on the one or more communications by an agent;

assigning assessment data regarding the agent to the one or more communications;

searching the assessment data of the one or more communications for at least one search criterion;

identifying at least one communication having assessment data matching the at least one search criterion;

, and

displaying a representation of the at least one identified communication matching the at least one search criterion.

19. The method of claim 18, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types.

20. The method of claim 18, wherein the communication is selected to comprise a facsimile transmission, e-mail, web interaction, voice over IP (“

VoIP”

) or video.

21. The method of claim 18, wherein the at least one identified communication is selected for playback or for further analysis.

22. A system configured to search one or more recorded communications, comprising:

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 therein that are accessible to, and executable by, the processor, wherein the plurality of instructions comprises;

instructions that, when executed, analyze one or more communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the communications to reveal a personality type of a human speaker by analyzing behavioral characteristics of the human speaker based on the one or more communications by an agent;

instructions that, when executed, assign assessment data regarding the agent to the one or more communications;

instructions that, when executed, search the assessment data of the one or more communications for at least one search criterion;

instructions that, when executed, identify at feast one communication having assessment data matching the at least one search criterion; and

instructions that, when executed, display a representation of the at least one identified communication matching the at least one search criterion.

23. The system of claim 22, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types.

24. The system of claim 22, wherein the communication is selected to comprise a facsimile transmission, e-mail, web interaction, voice over IP (“

VoIP”

) or video.

25. The system of claim 22, which further comprises instructions that, when executed, play back or further analyze the at least one identified communication.