Method apparatus and system for capturing and analyzing interaction based content

US7953219B2 · kind B2 · utility

Assignee

• NICE-SYSTEMS LTD. · IL

Inventors

• Ilan Freedman · Netanya, IL
• Yair Dolev · Matan, IL
• Talia Falik · Kfar Sava, IL
• Oren Pereg · Raanana, IL
• Moshe Waserblat · Kiryat Motzkin, IL
• Gili Aharoni · Ramat HaSharon, IL
• Eytan Bar · Even Yehuda, IL
• Shai Shermister · Raanana, IL
• Lior Arussy · Livingston, US
• Yifat Meidav · Raanana, IL

Key dates

• Filing date: Jul 18, 2002
• Grant date: May 31, 2011
• Expiry date: Mar 28, 2027

Classification

• Technology area (CPC Y): Emerging Cross-Sectional Technologies
• CPC primary: Y10S707/947
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

The present invention provides a method and apparatus (100) for capturing and analyzing customer interactions, the apparatus comprising a multi-segment interaction capture device (324), an initial set up and calibration device (326), a pre-processing and context extraction device (328) and a rule-based analysis engine (300).