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

Patent metadata

Field	Value
Publication number	US-2016277579-A1
Application number	US-201615166773-A
Country	US
Kind code	A1
Filing date	May 27, 2016
Priority date	May 18, 2005
Publication date	Sep 22, 2016
Grant date	—

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.

First claim

What is claimed is:

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 a control processor, an 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.

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 , which further comprises recording at least one of the electronic voice communication or the transcribed text.

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

7 . The non-transitory, computer readable medium of claim 1 , which further comprises 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 analyzing comprises analyzing of the separated first and second constituent data by mining the separated one of the first and second constituent data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent data, and wherein the generating comprises generating behavioral assessment data including personality type corresponding to the analyzed one of the separated first and second constituent data based on the step of analyzing one of the first and second constituent data.

8 . 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.

9 . 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.

10 . The non-transitory, computer readable medium of claim 7 , wherein the separating the electronic voice communication into at least first constituent data and second constituent data 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.

11 . The non-transitory computer readable medium of claim 10 , which further comprises a non-transitory executable computer readable program code for 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.

12 . The non-transitory computer readable medium of claim 10 , which further comprises non-transitory executable computer readable program code for implementing a step of 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.

13 . The non-transitory computer readable medium of claim 10 , 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.

14 . 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.

15 . 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.

16 . A method for providing a responsive communication to a communicant, which method comprises:
receiving, by a control processer, 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.

17 . The method of claim 16 , which further comprises converting the electronic voice communication to digital format before transcribing the text.

18 . The method of claim 16 , 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.

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

20 . The method of claim 16 , 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.

21 . The method of claim 16 , wherein the generating behavioral

Assignees

• Mattersight Corp

Inventors

• Conway Kelly
• Capers Keene Hedges
• Danson Christopher
• Brown Douglas
• Gustafson David
• Warford Roger
• Moore Melissa

Classifications

• H04M3/5191

  interacting with the Internet · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• H04M2201/40

  using speech recognition · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• G10L15/26

  Speech to text systems (G10L15/08 takes precedence) · CPC title