Methods and system for analyzing multichannel electronic communication data

Patent metadata

Field	Value
Publication number	US-9407768-B2
Application number	US-201514808092-A
Country	US
Kind code	B2
Filing date	Jul 24, 2015
Priority date	Mar 14, 2013
Publication date	Aug 2, 2016
Grant date	Aug 2, 2016

Abstract

A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for a user.

First claim

What is claimed is:

1. A customer analysis method for analyzing electronic customer communication data and generating behavioral assessment data, which method comprises:
receiving electronic customer communication data of two or more types by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal, wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup;
identifying a customer associated with the electronic customer communication data received by the one or more servers;
analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data for that identified customer;
generating behavioral assessment data based on the analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data 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.

2. The customer analysis method of claim 1 , wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, or a social media data stream.

3. The customer analysis method of claim 1 , wherein the electronic customer communication data is at least two of electronic-mail data, web content data, text message data, voice over IP data, and online forum data.

4. The customer analysis method of claim 1 , wherein the electronic customer communication data is data provided by a customer during communication with a contact center and is associated with one or more of a pop-up window message, computer display, application window, and graphical user interface for the contact center.

5. The customer analysis method of claim 1 , wherein the analyzing includes identifying the type of electronic customer communication data, and wherein the analyzing is based on the type of electronic communication data.

6. The customer analysis method of claim 1 , wherein analyzing includes determining identifying indicia of a customer and a behavioral signifier in the electronic customer data.

7. The customer analysis method of claim 1 , wherein analyzing includes determining a customer activity based on the electronic customer communication data.

8. The customer analysis method of claim 1 , further comprising outputting a notification including the behavioral assessment data based on detection of the customer identification data.

9. The customer analysis method of claim 1 , further comprising storing the behavioral assessment data, wherein the behavioral assessment data includes identifying indicia associated with a customer.

10. The customer analysis method of claim 1 , further comprising automatically generating responsive electronic communication to the electronic customer communication data.

11. The customer analysis method of claim 1 , further comprising analyzing a telephonic communication associated with the electronic customer communication data, wherein analyzing the telephonic voice communication includes:
receiving a telephonic communication between a first communicant to the telephonic communication and a second communicant to the telephonic communication;
separating the telephonic communication into at least first constituent voice data, the first constituent voice data being generated by the first communicant and the second constituent voice data being generated by the second communicant;
analyzing one of the separated first and second constituent voice data by mining the separated one of the first and second constituent voice data and applying a predetermined linguistic-based psychological behavioral model to the one of the separated first and second constituent voice data; and,
generating behavioral assessment data including a personality type corresponding to the analyzed one of the separated first and second constituent voice data based on the analyzing of constituent voice data and based on behavioral assessment data for the electronic customer communication data.

12. The customer analysis method of claim 11 , wherein at least one of the first and second constituent voice data is aggregated with the electronic communication data, and a text file is generated from aggregated data for applying the predetermined linguistic-based psychological behavioral model.

13. The customer analysis method of claim 1 , further comprising:
aggregating electronic customer communication data from one or more channels; and
generating a text file from aggregated electronic customer communication data for the behavioral assessment data.

14. The customer analysis method of claim 1 , further comprising aggregating electronic customer communication data from one or more sources based on identification of a customer from the electronic customer communication data.

15. A customer analysis computer program product stored on a non-transitory computer readable medium including computer executable code for analyzing electronic customer communication data and generating behavioral assessment data, the computer program product comprising:
computer readable code to receive electronic customer communication data of two or more types on one or more servers configured to provide a user interface comprising a website, web portal, or virtual portal, wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup;
computer readable code to identify a customer associated with the electronic customer communication data received by the one or more servers;
computer readable code to analyze the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data for that identified customer;
computer readable code to generate behavioral assessment data based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data for that identified customer; and
computer readable code to display instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.

16. The customer analysis computer program product of claim 15 , wherein at least one of the two or more types of electronic customer communication data comprises social media data, update status, media feed, social media review, or a social media data stream.

17. The customer analysis computer program product of claim 15 , wherein the electronic customer communication data is at least two of electronic-mail data, web content data, text message data, voice over IP data, and online forum data.

18. The customer analysis computer program product of claim 15 , wherein analyzing includes determining identifying indicia of a customer and a behavioral signifier in the electronic customer data.

19. The customer analysis computer program product of claim 15 , wherein analyzing includes determining a customer activity associate

Assignees

• Mattersight Corp

Inventors

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

Classifications

• H04M3/5141

  Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56) · CPC title

• H04M3/5191 Primary

  interacting with the Internet · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• G06Q30/016

  After-sales · CPC title

• H04M2203/556

  Statistical analysis and interpretation · CPC title