Method and system for analyzing a communication by applying a behavioral model thereto

Patent metadata

Field	Value
Publication number	US-9357071-B2
Application number	US-201414308555-A
Country	US
Kind code	B2
Filing date	Jun 18, 2014
Priority date	May 18, 2005
Publication date	May 31, 2016
Grant date	May 31, 2016

Abstract

A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

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 communication in text form from a communicant;
analyzing the text of the electronic communication by mining the text of the electronic communication and applying a predetermined linguistic-based psychological behavioral model to the text of the electronic communication; and
generating behavioral assessment data including a personality type corresponding to the analyzed text of the electronic communication.

2. The non-transitory, computer readable medium of claim 1 , wherein the electronic communication comprises at least one of telephone calls, facsimile transmissions, e-mails, web interactions, voice over IP (“VoIP”) and video.

3. The non-transitory, computer readable medium of claim 1 , wherein the electronic communication comprises at least one of electronic mail data and electronic social media data.

4. The non-transitory, computer readable medium of claim 1 , wherein the electronic communication comprises at least one of a digital recording of a telephone call, a facsimile transmission, an e-mail, a web interaction, voice over IP (“VoIP”), and a digital video.

5. The non-transitory, computer readable medium of claim 4 , wherein the e-mail comprises digital electronic mail data or the web interaction comprises electronic social media data.

6. The non-transitory, computer readable medium of claim 1 , which further comprises separating the electronic communication into at least first constituent text data and second constituent text data, the first constituent text data being generated by the communicant, wherein the analyzing comprises analyzing of the separated first and second constituent text data by mining the separated one of the first and second constituent text data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent text 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 text data based on the step of analyzing one of the first and second constituent text data.

7. The non-transitory, computer readable medium of claim 6 , wherein the separating the electronic communication into at least first constituent text data and second constituent text data further comprises:
identifying a communication protocol associated with an electronic communication;
recording the electronic 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 data recorded on the corresponding first and second track from the first electronic data file.

8. The non-transitory computer readable medium of claim 7 , which further comprises a non-transitory executable computer readable program code for implementing the step of storing 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 7 , 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.

10. The non-transitory computer readable medium of claim 7 , which further comprises non-transitory executable computer readable program code for implementing the steps of:
generating a graphical user interface for displaying a first field for enabling identification of customer interaction event information on a display, the customer interaction event information including analysis data based on the psychological behavioral model applied to the analyzed constituent data of each customer interaction event;
receiving input from a user for identifying at least a first customer interaction event; and,
displaying the customer interaction event information for the first customer interaction event.

11. 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 by the communicant.

12. The non-transitory, computer readable medium of claim 1 , wherein the generating includes providing a visual display showing the results of the psychological behavioral model that was applied to the electronic communication.

13. 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 communication from the communicant.

14. 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.

15. The non-transitory, computer readable medium of claim 1 , which further comprises a non-transitory executable computer readable program code for implementing the steps of:
separating the electronic communication into at least first constituent text data and second constituent text data, the first constituent text data being generated by the communicant;
applying a predetermined linguistic-based psychological behavioral model to both the first and second constituent text data; and
generating behavioral assessment data including personality type for both the first and second constituent text data.

16. The non-transitory, computer readable medium of claim 15 , which further comprises a non-transitory executable computer readable program code that, when executed, compares the behavioral assessment data generated from the first and second constituent text data.

17. A method for analyzing an electronic communication for behavioral assessment data, the method comprising:
receiving, by a control processor, a single electronic communication in text form from a communicant;
analyzing the text of the electronic communication by mining the text of the electronic communication and applying a predetermined linguistic-based psychological behavioral model to the text of the electronic communication; and
generating behavioral assessment data including a personality type corresponding to the analyzed text of the electronic communication.

18. The method of claim 17 , which further comprises selecting the electronic communication to include at least one of a telephone call, facsimile transmission, e-mail, web interaction, voice over IP (“VoIP”) or video.

19. The method of claim 17 , which further comprises selecting the electronic communication to include at least one of electronic mail data or electronic social media data.

20. The method of claim 17 , which further comprises selecting the electronic communication to include at least one of a di

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

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• H04M2201/40

  using speech recognition · CPC title

• G10L15/26

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