Patent · US Active

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

US7995717B2 · kind B2 · utility

228Cited by

181References

3Claims

0Family size

Assignee

MATTERSIGHT CORPORATION · US

Inventors

Kelly Conway · Lake Bluff, US
Keene Hedges Capers · Village of La Jolla, US
Christopher Danson · Austin, US
Douglas Brown · Austin, US
David Gustafson · Lake Bluff, US
Roger Warford · Hoschton, US
Melissa Moore · Chicago, US

Key dates

Filing date	May 18, 2005
Grant date	Aug 9, 2011
Priority date	—
Expiry date	Jul 21, 2028

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2201/40
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

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.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.