System and methods for analyzing multichannel communications including voice data

  • US 9,942,400 B2
  • Filed: 05/25/2017
  • Issued: 04/10/2018
  • 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 customer communication data includes voice data, and at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup;

    generating a text file from the voice data;

    identifying a customer associated with the electronic customer communication data received by the one or more servers;

    generating behavioral assessment data by analyzing the text file and the at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup for that identified customer; 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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