Stage-wise analysis of text-based interactions

A computer implemented method for stage-wise analysis of text-based interactions between a user and at least one agent in a sales and/or service environment, comprising:

• providing an interaction engine with which said user and said agent interact with each other via any of a plurality of available channels as the medium of communications;
• an analysis engine configured for capturing text of said interaction from said interaction engine;
• said analysis engine configured for classifying said interaction into a plurality of stages;
• based on the classification of said interaction into stages, said analysis engine configured for providing recommendations to said agent;
• wherein said analysis engine predicts the stage of a present interaction and modifies said interaction to achieve a favorable result.

A method for analyzing interactions between a user and at least one agent, comprising:

• providing a control engine configured for receiving text of the interaction from said interaction engine via an interface;
• said control engine configured for sending a recording to a transcribing module to transcribe said recording into text upon receiving a recording of a voice-based interaction;
• said control engine configured for classifying each line of the interaction into one of said plurality of stages;
• based on the classifications of the interactions into stages, said control engine configured for determining a stage for each of a plurality of interactions;
• based on the classification and the determined stage, said control engine configured for providing recommendations to said agent.

An apparatus for user analysis, comprising:

• an interaction engine for capturing an interaction between at least one agent and a user;
• and
• an analysis engine for classifying, with said analysis engine, said interaction into one or more stages of said interaction;
• said analysis engine identifying the stage of interaction, based on the classification predicted by the analysis engine;
• and
• said analysis engine providing recommendations to said agent to improve the user experience in the interaction, based on said classifying.