发明授权
- 专利标题： 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
- 专利标题（中）： 通过应用心理行为模型来分析客户和联络中心之间的电话通信的分离语音数据的方法和系统
-
申请号： US11131850申请日： 2005-05-18
-
公开(公告)号： US07995717B2公开(公告)日： 2011-08-09
- 发明人: Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
- 申请人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
- 申请人地址： US IL Lake Forest
- 专利权人： Mattersight Corporation
- 当前专利权人： Mattersight Corporation
- 当前专利权人地址： US IL Lake Forest
- 代理机构： McDermott Will & Emery LLP
- 主分类号： H04M11/00
- IPC分类号： H04M11/00 ; H04M3/00
摘要：
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.
公开/授权文献
信息查询
