Identification of non-compliant interactions

Patent metadata

Field	Value
Publication number	US-9503579-B2
Application number	US-201414158363-A
Country	US
Kind code	B2
Filing date	Jan 17, 2014
Priority date	Jan 17, 2013
Publication date	Nov 22, 2016
Grant date	Nov 22, 2016

Abstract

A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

First claim

We claim:

1. A method of evaluating scripts in an interpersonal communication, the method comprising:
monitoring a customer service interaction using an audio recording system configured to record audio data from communication between customers and customer service agents in a customer service call center;
diarizing the customer service interaction by analyzing a single audio file;
identifying at least one portion of a script in the customer service interaction;
determining at least one script requirement from the customer service interaction;
determining if the identified at least one portion of a script meets the at least one script requirement;
generating an alert indicating that the customer service interaction is non-compliant with an expected script if the identified at least one portion of a script does not meet the at least one script requirement; and
recognizing common patterns between the customer service interaction and other customer service interactions.

2. The method of claim 1 , further comprising:
compiling a plurality of script models to represent each of a plurality of scripts; and
comparing the plurality of script models to the audio data to identify the at least one portion of the script in the customer service interaction.

3. The method of claim 1 , wherein monitoring the customer service interaction further comprises acquiring customer interaction content data and acquiring customer data.

4. The method of claim 3 , further comprising analyzing the acquired customer interaction content data and the acquired customer data to determine the at least one script requirement.

5. The method of claim 1 , wherein the at least one script requirement defines at least one script expected to be present in the customer service interaction.

6. The method of claim 4 , wherein the at least one script requirement is a rule that defines a positional or temporal relationship between at least one expected script and a portion of the customer service interaction.

7. The method of claim 1 , wherein the alert is transmitted to a remote computer for review.

8. The method of claim 1 , wherein the alert is presented on a graphical display of a user workstation of a customer service agent who is a party to the customer service interaction.

9. The method of claim 7 , wherein the alert includes guidance as to correct an identified non-compliance in the customer service interaction.

10. The method of claim 1 , further comprising analyzing the identified at least one script portion to detect an emerging pattern in the customer service interaction.

11. A system for evaluating scripts in an interpersonal communication between a customer service agent and a customer, the system comprising:
a source of customer interaction content, the customer interaction content comprising customer service interaction data;
a database comprising a plurality of scripts;
a processor communicatively connected to the source of customer interaction content and the database comprising a plurality of scripts, the processor receives customer service interaction data and processes the customer service interaction data with the plurality of scripts to identify at least one script portion in the customer service interaction data, the processor diarizes the customer service interaction data by analyzing a single audio file; the processor further processes the customer interaction content to identify at least one script requirement based upon the customer interaction content and compares the identified at least one script portion to the identified at least one script requirement to evaluate a non-compliance of the identified at least one script requirement and (i) produce an alert if a non-compliance is determined and (ii) recognize common patterns between the customer service interaction and other customer service interactions; and
a graphical display communicatively connected to the processor, wherein the graphical display operates to visually present the alert.

12. The system of claim 11 , wherein the customer service interaction data is a transcription of an audible customer service interaction.

13. The system of claim 12 , wherein the database comprising a plurality of scripts comprises a plurality of script models, and the processor applies the plurality of script models to the customer service interaction data.

14. The system of claim 11 , wherein the alert is a visual guidance to a customer service agent associated with the graphical display and the customer service interaction, wherein the visual guidance includes information to correct the identified non-compliance in the script requirement.

15. A non-transitory computer readable storage medium programmed with computer readable code, the computer readable code, when executed by a computer processor causes the processor to:
monitor a customer service interaction;
receive audio data of the customer service interaction;
transcribe the audio data of the customer service interaction to produce an interaction transcript;
diarize the customer service interaction by analyzing a single audio file;
identify at least one portion of a script in the interaction transcript;
determine at least one script requirement from the monitored customer service interaction;
determine if the identified at least one portion of a script meets the at least one script requirement;
generate an alert indicative of a non-compliant customer service interaction if the at least one portion of the script does not meet the at least one script requirement; and
recognize common patterns between the customer service interaction and other customer service interactions.

16. The non-transitory computer readable storage medium programmed with computer readable code of claim 15 , wherein execution of the code by a computer processor further causes the processor to compare at least one script model to the interaction transcript to identify at least one portion of the script in the interaction transcript.

17. The non-transitory computer readable storage medium programmed with computer readable code of claim 15 , wherein execution of the code by a computer processor further causes the processor to select the at least one script requirement from a plurality of predetermined script requirements based upon the monitored customer service interaction.

18. The non-transitory computer readable storage medium programmed with computer readable code of claim 17 , wherein monitor the customer service interaction further comprises receive customer data and receive interaction data and the processor further selects the at least one script requirement from the customer data and the interaction data.

Assignees

• Verint Systems Ltd

Inventors

• Watson Joseph
• Jeffs Christopher J
• Stern Oren
• Zacay Galia
• Ziv Omer

Classifications

• H04M2203/556

  Statistical analysis and interpretation · CPC title

• H04M2203/401

  Performance feedback · CPC title

• H04M2201/60

  Medium conversion · CPC title

• H04M2201/41

  using speaker recognition · CPC title

• H04M3/42221

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title