Method, apparatus and system for capturing and analyzing interaction based content

US8204884B2 · 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 Wasserblat · Modiin-Maccabim-Reut, 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: May 2, 2011
• Grant date: Jun 19, 2012
• Expiry date: May 2, 2031

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2201/40
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

An apparatus and methods for capturing and analyzing customer interactions the apparatus comprising interaction information units, interaction meta-data information units associated with each of the interaction information units, a rule based analysis engine component for receiving the interaction information, an adaptive database, an interaction capture and storage component for capturing interaction information, a multi segment interaction capture device, an initial set up and calibration device and a pre processing and content extraction device.