Method and system for generating a responsive communication based on behavioral assessment data

• US 9,571,650 B2
• Filed: 05/27/2016
• Issued: 02/14/2017
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Capers, Keene Hedges, Danson, Christopher, Brown, Douglas, Gustafson, David, Warford, Roger, Moore, Melissa
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US15/166,773
• Publication Number:
  US 20160277579A1
• Time in Patent Office: 263 Days
• Field of Search: 379/265.07
• US Class Current: 1/1
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method for providing a responsive communication to a communicant, including receiving, by a control processor, a single electronic voice communication from a communicant; transcribing the electronic voice communication to text; analyzing, by a processor, the text of the electronic voice communication by mining the text and applying a predetermined linguistic-based psychological behavioral model to the text of the electronic voice communication; generating, by a processor, behavioral assessment data including a personality type corresponding to the analyzed text of the electronic voice communication; generating, by a processor, event data based on the analyzed text of the electronic voice communication; and generating, by a processor, a responsive communication based on the event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.

Claims

1. A non-transitory, computer readable medium that controls an executable computer readable program code embodied therein, the executable computer readable program code for implementing a method of analyzing electronic communication data and generating behavioral assessment data therefrom, which method comprises:

receiving, by one or more processors, an electronic voice communication from a communicant;

separating the electronic voice communication into at least first constituent data and second constituent data, the first constituent data being generated by the communicant, wherein the separating further comprises;

identifying a communication protocol associated with an electronic voice communication;

recording the electronic voice communication to a first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and

separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file;

transcribing the electronic voice communication to text;

analyzing, by one or more of the processors, the text of the separated first and second constituent data by mining the separated one of the first and second constituent data of the electronic voice communication and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent data;

generating, by one or more of the processors, behavioral assessment data including a personality type corresponding to the analyzed text of one of the separated first and second constituent data of the electronic voice communication;

generating, by one or more of the processors, event data based on the analyzed text of the electronic voice communication; and

generating, by one or more of the processors, a responsive communication based on the event data.

2. The non-transitory, computer readable medium of claim 1, wherein the electronic voice communication is converted to digital format.

3. The non-transitory, computer readable medium of claim 1, wherein the electronic voice communication comprises at least one of telephone calls, web interactions, voice over IP (“

VoIP”

) and video.

4. The non-transitory, computer readable medium of claim 1, wherein the electronic voice communication comprises electronic social media data having a voice component.

5. The non-transitory, computer readable medium of claim 1, wherein the responsive communication generated is in voice format responsive to the electronic voice communication.

6. The non-transitory, computer readable medium of claim 1, wherein the generating behavioral assessment data comprises updating existing behavioral assessment data based on analysis of a recent text from the communicant.

7. The non-transitory, computer readable medium of claim 1, wherein the generating includes providing a report comprising a time-based graphical representation including the behavioral assessment data.

8. The non-transitory computer readable medium of claim 1, which further comprises implementing the storing of the behavioral assessment data, wherein the behavioral data corresponds to at least one identifying indicia and is made available for subsequent analysis.

9. The non-transitory computer readable medium of claim 1, which further comprises generating event data corresponding to a least one identifying indicia and time interval, the event data comprising at least one of behavioral assessment data and distress assessment data.

10. The non-transitory computer readable medium of claim 1, which further comprises non-transitory executable computer readable program code including a plurality of instructions that, when executed:

generate a graphical user interface for displaying a first field for enabling identification of communicant interaction event information on a display, the communicant interaction event information including analysis data based on the psychological behavioral model applied to the analyzed constituent data of each communicant interaction event;

receive input from a user for identifying at least a first communicant interaction event; and

,

display the communicant interaction event information for the first communicant interaction event.

11. The non-transitory, computer readable medium of claim 1, wherein the behavioral assessment data includes a plurality of personality types corresponding to the analyzed text of the electronic voice communication from the communicant.

12. The non-transitory, computer readable medium of claim 1, wherein the personality type comprises an arrangement of all personality types in a plurality of tiers.

13. A method for providing a responsive communication to a communicant, which method comprises:

receiving, by one or more processors, a single electronic voice communication from a communicant;

separating the electronic voice communication into at least first constituent data and second constituent data, the first constituent data being generated by the communicant, wherein the separating further comprises;

identifying a communication protocol associated with an electronic voice communication;

recording the electronic voice communication to a first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and

separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file;

transcribing the electronic voice communication to text;

analyzing, by one or more of the processors, the text of the separated first and second constituent data by mining the separated one of the first and second constituent data of the electronic voice communication and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent data;

generating, by one or more of the processors, behavioral assessment data including a personality type corresponding to the analyzed text of one of the separated first and second constituent data of the electronic voice communication;

generating, by one or more of the processors, event data based on the analyzed text of the electronic voice communication; and

generating, by one or more of the processors, a responsive communication based on the event data.

14. The method of claim 13, which further comprises converting the electronic voice communication to digital format before transcribing the text.

15. The method of claim 13, which further comprises selecting the electronic voice communication to include at least one of a telephone call, web interaction, voice over IP (“

VoIP”

) or video.

16. The method of claim 13, which further comprises selecting the electronic communication to include electronic social media data having a voice component.

17. The method of claim 13, which further comprises selecting the electronic communication to include at least one of a recording of a telephone call, a facsimile transmission, an e-mail, a web interaction, voice over IP (“

VoIP”

), or a video.

18. The method of claim 13, wherein the generating behavioral assessment data includes providing a report comprising a time-based graphical representation including the behavioral assessment data.

19. The method of claim 13, which further comprises adapting the predetermined linguistic-based psychological behavioral model to assess distress levels in a voice communication, the method further comprising generating distress assessment data corresponding to the analyzed text.

20. The method of claim 13, which further comprises generating event data corresponding to at least one identifying indicia and time interval, the event data being selected to comprise at least one of behavioral assessment data and distress assessment data.

21. The method of claim 13, wherein the responsive communication generated is in voice format responsive to the electronic voice communication.

22. A system configured to provide a responsive communication to a communicant, which system comprises one or more associated processors that function as a means to:

receive an electronic voice communication from a communicant;

separating the electronic voice communication into at least first constituent data and second constituent data, the first constituent data being generated by the communicant, wherein the separating further comprises;

identifying a communication protocol associated with an electronic voice communication;

recording the electronic voice communication to a first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and

separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file;

transcribe the electronic voice communication to text;

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

generate behavioral assessment data including a personality type corresponding to the analyzed text of one of the separated first and second constituent data of the electronic voice communication;

generate event data based on the analyzed text of the electronic voice communication; and

generate a communication responsive to the communicant that is based on the event data.

23. The system of claim 22, wherein the responsive communication generated is in voice format responsive to the electronic voice communication.