Invention Grant
- Patent Title: Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
- Patent Title (中): 通过应用心理行为模型来分析客户和联络中心之间的电话通信的分离语音数据的方法和系统
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Application No.: US13165149Application Date: 2011-06-21
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Publication No.: US08594285B2Publication Date: 2013-11-26
- Inventor: Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
- Applicant: Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
- Applicant Address: US IL Chicago
- Assignee: Mattersight Corporation
- Current Assignee: Mattersight Corporation
- Current Assignee Address: US IL Chicago
- Agency: Haynes and Boone, LLP
- Main IPC: H04M11/00
- IPC: H04M11/00 ; H04M3/00
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.
Public/Granted literature
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