WO2008093315A3 - Method and apparatus for call categorization - Google Patents

Method and apparatus for call categorization Download PDF

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Publication number
WO2008093315A3
WO2008093315A3 PCT/IL2007/000128 IL2007000128W WO2008093315A3 WO 2008093315 A3 WO2008093315 A3 WO 2008093315A3 IL 2007000128 W IL2007000128 W IL 2007000128W WO 2008093315 A3 WO2008093315 A3 WO 2008093315A3
Authority
WO
WIPO (PCT)
Prior art keywords
criteria
categorization
interaction
categories
evaluation
Prior art date
Application number
PCT/IL2007/000128
Other languages
French (fr)
Other versions
WO2008093315A2 (en
Inventor
Moshe Waserblat
Oren Pereg
Tsvika Rabkin
Dvir Hofman
Ilan Kor
Ilan Yossef
Original Assignee
Nice Systems Ltd
Moshe Waserblat
Oren Pereg
Tsvika Rabkin
Dvir Hofman
Ilan Kor
Ilan Yossef
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 Nice Systems Ltd, Moshe Waserblat, Oren Pereg, Tsvika Rabkin, Dvir Hofman, Ilan Kor, Ilan Yossef filed Critical Nice Systems Ltd
Priority to PCT/IL2007/000128 priority Critical patent/WO2008093315A2/en
Publication of WO2008093315A2 publication Critical patent/WO2008093315A2/en
Publication of WO2008093315A3 publication Critical patent/WO2008093315A3/en

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Classifications

    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00Administration; Management
    • G06Q10/10Office automation; Time management

Abstract

A method and apparatus for automated categorization of an interaction between a member of an organization and a second party. The method comprises defining one or more criteria and one or more categories, wherein each category relates to a combination of one or more criteria. The criteria involve data extracted from the interactions as well as external data. Each interaction is checked against the criteria, and is then assigned to one or more categories according to the met criteria. An optional evaluation of the categorization step, and improvement of the categorization if the evaluation results fall below a threshold are disclosed.
PCT/IL2007/000128 2007-02-01 2007-02-01 Method and apparatus for call categorization WO2008093315A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
PCT/IL2007/000128 WO2008093315A2 (en) 2007-02-01 2007-02-01 Method and apparatus for call categorization

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/IL2007/000128 WO2008093315A2 (en) 2007-02-01 2007-02-01 Method and apparatus for call categorization

Publications (2)

Publication Number Publication Date
WO2008093315A2 WO2008093315A2 (en) 2008-08-07
WO2008093315A3 true WO2008093315A3 (en) 2009-04-16

Family

ID=39674581

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/IL2007/000128 WO2008093315A2 (en) 2007-02-01 2007-02-01 Method and apparatus for call categorization

Country Status (1)

Country Link
WO (1) WO2008093315A2 (en)

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050105712A1 (en) * 2003-02-11 2005-05-19 Williams David R. Machine learning
US20050146430A1 (en) * 2003-12-31 2005-07-07 Adamo Patrick Security messaging system
US20060206364A1 (en) * 2005-03-14 2006-09-14 Nokia Corporation Relationship assistant

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050105712A1 (en) * 2003-02-11 2005-05-19 Williams David R. Machine learning
US20050146430A1 (en) * 2003-12-31 2005-07-07 Adamo Patrick Security messaging system
US20060206364A1 (en) * 2005-03-14 2006-09-14 Nokia Corporation Relationship assistant

Also Published As

Publication number Publication date
WO2008093315A2 (en) 2008-08-07

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