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US 7,953,219 B2Granted
Method apparatus and system for capturing and analyzing interaction based content
AssigneeNice Systems Ltd.
InventorsIlan Freedman, Yair Dolev, Talia Falik, Oren Pereg, Moshe Waserblat, Gili Aharoni, Eytan Bar, Shai Shermister, Lior Arussy, Yifat Meidav
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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).
Claims73
An apparatus for capturing and analyzing customer interactions the apparatus comprising:
- a multi-segment interaction capture device for capturing at least two interaction information units of various media types, the capture device comprising at least a voice capture device;
- a storage device for storing the at least two interaction information units;
- an initial set up and calibration device;
- a pre-processing and content extraction component adapted for receiving the at least two interaction information units of various media types and for extracting content data items from said at least two interaction information units, by applying audio analysis on at least one of the at least two interaction information units, said content data items include content items other than text;
- a rule based content analysis engine for receiving the content data items and for selectively performing interaction content analysis of the at least one of the at least two interaction information units found suitable for further analysis, by using content analysis rules including non-text based analysis rules,
- a classification component for classifying the content data items from the at least two interaction information units into at least two user-defined categories, by matching at least one of the content data items against the at least two user-defined categories and associating the at least one of the content data items with one of the at least two user-defined categories, the at least two user-defined categories defined in accordance with at least one word combined with a screen event or with a CRM entry that occurred substantially at the time the at least one word was used;
- and
- a content data items database for storing the content data.
5 more elements
An apparatus for capturing and analyzing customer interactions the apparatus comprising:
- a multi segment interaction capture device for capturing an at least one interaction between a customer and a call canter, the multi segment interaction capture device adapted to capture a vocal interaction;
- an initial set up and calibration device;
- a storage device for storing the at least one interaction;
- a pre processing and content extraction device for analyzing audio within the at least one interaction and processing the at least one interaction;
- and
- a rule based content analysis engine for selectively analyzing at least one interaction suitable for further analysis;
- and
- a classification component for classifying the content data items from the at least two interaction information units into at least two user-defined categories, by matching at least one of the content data items against the at least two user-defined categories and associating the at least one of the content data items with a suitable category of the at least two user-defined categories, the at least two user-defined categories defined in accordance with at least one word combined with a screen event or with a CRM entry that occurred substantially at the time the at least one word was used.
5 more elements
A method for capturing and analyzing customer interactions the method comprising:
- pre-processing of interactions previously captured by analyzing audio within the interactions, the pre-processing stage comprising:
- identification;
- filtration;
- and classification of interactions;
- and
- extracting selected content data items from the interactions suitable for further analysis;
- and
- classifying the content data items from the at least two interaction information units into at least two user-defined categories, by matching at least one of the content data items against the at least two user-defined categories and associating the at least one of the content data items with a suitable category of the at least two user-defined categories, the at least two user-defined categories defined in accordance with at least one word combined with a screen event or with a CRM entry that occurred substantially at the time the at least one word was used, thereby enabling the detection of behavioral patterns or environmental factors in interactions that are candidates for further analysis.
5 more elements
A method for capturing and analyzing customer interactions the method comprising:
- pre-processing at least two interaction information units using audio analysis for at least one of the at least two interaction information units, extracting content data items from the at least two interaction information units;
- storing the content data items in a content data item database;
- selectively analyzing the at least one of the at least two interaction information units suitable for further analysis by applying content analysis rules on said content data items, including non-text based analysis rules by a rule based content analysis engine;
- and
- classifying the content data items from the at least two interaction information units into at least two user-defined categories, by matching at least one of the content data items against the at least two user-defined categories and associating the at least one of the content data items with a suitable category of the at least two user-defined categories, the at least two user-defined categories defined in accordance with at least one word combined with a screen event or with a CRM entry that occurred substantially at the time the at least one word was used.
2 more elements
Dependencies are inferred from the claim text.