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
US8094803B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 18, 2005 |
| Grant date | Jan 10, 2012 |
| Priority date | — |
| Expiry date | Apr 19, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/2218
- 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 first and second constituent voice data. One of the first and second constituent voice data is analyzed. The analysis consist of translating one the constituent voice data into a text format and applying a predetermined linguistic-based psychological behavioral model to the translated voice data. In applying the behavioral model, the translated voice data is mined, and behavioral signifiers associated with the psychological behavioral model are identified in the voice data. The behavioral signifiers are automatically associated with at least one of a plurality of personality types associated with the psychological behavioral model. Behavioral assessment data is generated which corresponds to the analyzed voice data.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.