System and methods for analyzing multichannel communications including voice data

Patent metadata

Field	Value
Publication number	US-9942400-B2
Application number	US-201715605333-A
Country	US
Kind code	B2
Filing date	May 25, 2017
Priority date	Mar 14, 2013
Publication date	Apr 10, 2018
Grant date	Apr 10, 2018

Abstract

Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving a plurality of types of electronic customer communication data by one or more servers configured to provide a user interface including a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic communication data includes voice data, generating a text file from the voice data, identifying a customer associated with the electronic communication data received by the one or more servers, generating behavioral assessment data for the electronic communication data for that identified customer by analyzing the customer's electronic communication data, and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data, and wherein the user includes the identified customer or a customer service agent.

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 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.

2. The customer analysis method of claim 1 , wherein at least one of the types of electronic customer communication data comprises social media data, media feed, social media review, or social media data stream, which includes video data including the voice data.

3. The customer analysis method of claim 1 , wherein at least one of the types of electronic customer communication data comprises image data.

4. The customer analysis method of claim 1 , which further comprises analyzing one or more of the customer's words, tones, gestures, posture, and facial expressions for behavioral assessment data.

5. The customer analysis method of claim 1 , wherein the generated behavioral assessment data is analyzed to generate a rating of the customer satisfaction of the interaction.

6. The customer analysis method of claim 5 , wherein the customer satisfaction is increased by displaying instructions to the user related to: correcting a customer need, improving customer service, effectiveness of one or more customer service agents, assessing distress of the identified customer or customer service agent, evaluating the personality type of the communicant, assessing performance of the customer service agent, monitoring the effectiveness of a customer service agent, providing a graphic representation of behavioral assessment data, providing a graphic representation of customer satisfaction data, or any combination of the foregoing.

7. The customer analysis method of claim 1 , wherein the one or more servers includes a third-party server adapted to send and receive communications.

8. The customer analysis method of claim 7 , wherein the third-party server hosts a social networking site.

9. The customer analysis method of claim 8 , wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.

10. The customer analysis method of claim 7 , wherein the third-party server is configured to permit a user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

11. A behavioral assessment computer program product stored on a non-transitory computer readable medium including computer executable code for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user, where the computer program product comprises instructions that, when executed:
receive, by one or more servers, a plurality of types of electronic customer communication data 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;
generate, by the one or more servers, a text file from the voice data;
identify, by the one or more servers, a customer associated with the electronic customer communication data received by the one or more servers;
generating, by the one or more servers, 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
display 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.

12. The behavioral assessment computer program product of claim 11 , wherein at least one of the types of electronic customer communication data comprises at least one of the social media data, media feed, social media review, or social media data stream, which includes video data including the voice data.

13. The behavioral assessment computer program product of claim 11 , wherein at least one of the types of electronic customer communication data comprises image data.

14. The behavioral assessment computer program product of claim 11 , which further comprises instructions that, when executed, analyze one or more of the customer's words, tones, gestures, posture, and facial expressions for behavioral assessment data.

15. The behavioral assessment computer program product of claim 11 , further comprising instructions that, when executed, analyze the generated behavioral assessment data to increase customer satisfaction.

16. The behavioral assessment computer program product of claim 15 , further comprising instructions that, when executed, increase customer satisfaction by displaying instructions to the user related to: correcting a customer need, improving customer service, effectiveness of one or more customer service agents, assessing distress of the identified customer or customer service agent, evaluating the personality type of the communicant, assessing performance of the customer service agent, monitoring the effectiveness of a customer service agent, providing a graphic representation of behavioral assessment data, providing a graphic representation of customer satisfaction data, or any combination of the foregoing.

17. The behavioral assessment computer program product of claim 11 , wherein the server is a third-party server adapted to send and receive communications.

18. The behavioral assessment computer program product of claim 17 , wherein the third-party server hosts a social networking site.

19. The behavioral assessment computer program product of claim 17 , wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.

20. The behavioral assessment computer program product of claim 17 , wherein the third-party server is configured to permit a user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

21. A system configured to analyze customer communications and display instructions to a user based on behavioral assessment data from the customer communic

Assignees

• Mattersight Corp

Inventors

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

Classifications

• G06Q30/016

  After-sales · CPC title

• H04M2203/555

  Statistics, e.g. about subscribers but not being call statistics · CPC title

• G10L25/63

  for estimating an emotional state · CPC title

• H04L67/10

  in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title