Invention Grant
US09357071B2 Method and system for analyzing a communication by applying a behavioral model thereto
有权
通过向其施加行为模型来分析通信的方法和系统
- Patent Title: Method and system for analyzing a communication by applying a behavioral model thereto
- Patent Title (中): 通过向其施加行为模型来分析通信的方法和系统
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Application No.: US14308555Application Date: 2014-06-18
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Publication No.: US09357071B2Publication Date: 2016-05-31
- Inventor: Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
- Applicant: Mattersight Corporation
- 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 ; H04M3/51 ; G10L15/18 ; H04M3/42 ; G10L15/26
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
- US20140301541A1 METHOD AND SYSTEM FOR ANALYZING A COMMUNICATION BY APPLYING A BEHAVIORAL MODEL THERETO Public/Granted day:2014-10-09
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