WO2001074042A3 - Analyse d'appels - Google Patents

Analyse d'appels Download PDF

Info

Publication number
WO2001074042A3
WO2001074042A3 PCT/US2001/009131 US0109131W WO0174042A3 WO 2001074042 A3 WO2001074042 A3 WO 2001074042A3 US 0109131 W US0109131 W US 0109131W WO 0174042 A3 WO0174042 A3 WO 0174042A3
Authority
WO
WIPO (PCT)
Prior art keywords
call center
lexical analysis
telephone conversations
center agents
analyzing
Prior art date
Application number
PCT/US2001/009131
Other languages
English (en)
Other versions
WO2001074042A2 (fr
Inventor
Jonathan Hood Young
Sean D True
David Meyer Ray
Jakob Wahlberg
Bradley Ray Howes
Nulty Megan M Mca
John A Morse
Mark Jackson
Original Assignee
Dragon Systems Inc
Jonathan Hood Young
Sean D True
David Meyer Ray
Jakob Wahlberg
Bradley Ray Howes
Nulty Megan M Mca
John A Morse
Mark Jackson
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Dragon Systems Inc, Jonathan Hood Young, Sean D True, David Meyer Ray, Jakob Wahlberg, Bradley Ray Howes, Nulty Megan M Mca, John A Morse, Mark Jackson filed Critical Dragon Systems Inc
Priority to AU2001245927A priority Critical patent/AU2001245927A1/en
Priority to EP01918909A priority patent/EP1273159A2/fr
Publication of WO2001074042A2 publication Critical patent/WO2001074042A2/fr
Publication of WO2001074042A3 publication Critical patent/WO2001074042A3/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Landscapes

  • Engineering & Computer Science (AREA)
  • Computational Linguistics (AREA)
  • Health & Medical Sciences (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé d'analyse d'un ensemble d'appels à une ou à plusieurs stations centrales d'appels. Le procédé consiste à recevoir le contenu lexical d'un appel téléphonique traité par un agent de centre d'appels et à identifier une ou plusieurs caractéristiques de l'appel téléphonique sur la base du contenu lexical reçu. Le procédé consiste en outre à analyser collectivement les caractéristiques stockées, parallèlement aux caractéristiques stockées d'autres appels téléphoniques et à rapporter les résultats de l'analyse.
PCT/US2001/009131 2000-03-24 2001-03-23 Analyse d'appels WO2001074042A2 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU2001245927A AU2001245927A1 (en) 2000-03-24 2001-03-23 Lexical analysis of telephone conversations with call center agents
EP01918909A EP1273159A2 (fr) 2000-03-24 2001-03-23 Analyse d'appels

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US53515500A 2000-03-24 2000-03-24
US09/535,155 2000-03-24

Publications (2)

Publication Number Publication Date
WO2001074042A2 WO2001074042A2 (fr) 2001-10-04
WO2001074042A3 true WO2001074042A3 (fr) 2002-09-19

Family

ID=24133067

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2001/009131 WO2001074042A2 (fr) 2000-03-24 2001-03-23 Analyse d'appels

Country Status (3)

Country Link
EP (1) EP1273159A2 (fr)
AU (1) AU2001245927A1 (fr)
WO (1) WO2001074042A2 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8891754B2 (en) 2007-03-30 2014-11-18 Mattersight Corporation Method and system for automatically routing a telephonic communication

Families Citing this family (20)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20030018617A1 (en) * 2001-07-18 2003-01-23 Holger Schwedes Information retrieval using enhanced document vectors
ATE508455T1 (de) 2002-09-27 2011-05-15 Callminer Inc Verfahren zur statistischen analyse von sprache
US8666747B2 (en) 2002-10-31 2014-03-04 Verizon Business Global Llc Providing information regarding interactive voice response sessions
WO2004072780A2 (fr) 2003-02-05 2004-08-26 Verint Systems, Inc. Procede pour la classification et le regroupement automatique et semi-automatique de textes non deterministes
US7864945B2 (en) 2004-11-30 2011-01-04 Aspect Software, Inc. Method for detecting availability of non-traditional agent
US7995717B2 (en) 2005-05-18 2011-08-09 Mattersight Corporation 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
US8094790B2 (en) 2005-05-18 2012-01-10 Mattersight Corporation Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
US8094803B2 (en) 2005-05-18 2012-01-10 Mattersight Corporation 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
US20080201158A1 (en) 2007-02-15 2008-08-21 Johnson Mark D System and method for visitation management in a controlled-access environment
US8023639B2 (en) 2007-03-30 2011-09-20 Mattersight Corporation Method and system determining the complexity of a telephonic communication received by a contact center
US7869586B2 (en) 2007-03-30 2011-01-11 Eloyalty Corporation Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics
US10419611B2 (en) 2007-09-28 2019-09-17 Mattersight Corporation System and methods for determining trends in electronic communications
US9191510B2 (en) 2013-03-14 2015-11-17 Mattersight Corporation Methods and system for analyzing multichannel electronic communication data
US9413891B2 (en) 2014-01-08 2016-08-09 Callminer, Inc. Real-time conversational analytics facility
US10572961B2 (en) 2016-03-15 2020-02-25 Global Tel*Link Corporation Detection and prevention of inmate to inmate message relay
US9609121B1 (en) 2016-04-07 2017-03-28 Global Tel*Link Corporation System and method for third party monitoring of voice and video calls
US10027797B1 (en) 2017-05-10 2018-07-17 Global Tel*Link Corporation Alarm control for inmate call monitoring
US10225396B2 (en) 2017-05-18 2019-03-05 Global Tel*Link Corporation Third party monitoring of a activity within a monitoring platform
US10860786B2 (en) 2017-06-01 2020-12-08 Global Tel*Link Corporation System and method for analyzing and investigating communication data from a controlled environment
US10740380B2 (en) 2018-05-24 2020-08-11 International Business Machines Corporation Incremental discovery of salient topics during customer interaction

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0981237A2 (fr) * 1998-08-17 2000-02-23 Siemens Information and Communication Networks, Inc. Appareil et méthode pour l'analyse vocale automatique pour contrôle d'appel silencieux dans un distributeur automatique d'appels
EP1096767A2 (fr) * 1999-10-26 2001-05-02 Rockwell Electronic Commerce Corporation Système et méthode de détection automatique des appels problématiques

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0981237A2 (fr) * 1998-08-17 2000-02-23 Siemens Information and Communication Networks, Inc. Appareil et méthode pour l'analyse vocale automatique pour contrôle d'appel silencieux dans un distributeur automatique d'appels
EP1096767A2 (fr) * 1999-10-26 2001-05-02 Rockwell Electronic Commerce Corporation Système et méthode de détection automatique des appels problématiques

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8891754B2 (en) 2007-03-30 2014-11-18 Mattersight Corporation Method and system for automatically routing a telephonic communication
US8983054B2 (en) 2007-03-30 2015-03-17 Mattersight Corporation Method and system for automatically routing a telephonic communication
US9124701B2 (en) 2007-03-30 2015-09-01 Mattersight Corporation Method and system for automatically routing a telephonic communication
US9270826B2 (en) 2007-03-30 2016-02-23 Mattersight Corporation System for automatically routing a communication

Also Published As

Publication number Publication date
WO2001074042A2 (fr) 2001-10-04
AU2001245927A1 (en) 2001-10-08
EP1273159A2 (fr) 2003-01-08

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