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WO2001074042A3 - Lexical analysis of telephone conversations with call center agents - Google Patents

Lexical analysis of telephone conversations with call center agents 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
Legal status (The legal status 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 status listed.)
Ceased
Application number
PCT/US2001/009131
Other languages
French (fr)
Other versions
WO2001074042A2 (en
Inventor
Jonathan Hood Young
Sean D True
David Meyer Ray
Jakob Wahlberg
Bradley Ray Howes
Nulty Megan M Mca
John A Morse
Mark Jackson
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
L&H Holdings USA Inc
Original Assignee
L&H Holdings USA Inc
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 L&H Holdings USA Inc filed Critical L&H Holdings USA Inc
Priority to EP01918909A priority Critical patent/EP1273159A2/en
Priority to AU2001245927A priority patent/AU2001245927A1/en
Publication of WO2001074042A2 publication Critical patent/WO2001074042A2/en
Publication of WO2001074042A3 publication Critical patent/WO2001074042A3/en
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (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)
  • Telephonic Communication Services (AREA)

Abstract

A method of analyzing a collection of calls at one or more call center stations. The method includes receiving lexical content of a telephone call handled by a call center agent and identifying one or more features of the telephone call based on the received lexical content. The method also includes collectively analyzing the stored features along with the stored features of other telephone calls and reporting results of the analyzing.
PCT/US2001/009131 2000-03-24 2001-03-23 Lexical analysis of telephone conversations with call center agents Ceased WO2001074042A2 (en)

Priority Applications (2)

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

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 (en) 2001-10-04
WO2001074042A3 true WO2001074042A3 (en) 2002-09-19

Family

ID=24133067

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2001/009131 Ceased WO2001074042A2 (en) 2000-03-24 2001-03-23 Lexical analysis of telephone conversations with call center agents

Country Status (3)

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

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7864945B2 (en) 2004-11-30 2011-01-04 Aspect Software, Inc. Method for detecting availability of non-traditional agent
US8891754B2 (en) 2007-03-30 2014-11-18 Mattersight Corporation Method and system for automatically routing a telephonic communication

Families Citing this family (19)

* 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
CA2499268C (en) 2002-09-27 2012-07-10 Callminer, Inc. Software for statistical analysis of speech
US8666747B2 (en) * 2002-10-31 2014-03-04 Verizon Business Global Llc Providing information regarding interactive voice response sessions
EP1590798A2 (en) 2003-02-05 2005-11-02 Verint Systems Inc. Method for automatic and semi-automatic classification and clustering of non-deterministic texts
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
WO2015105994A1 (en) 2014-01-08 2015-07-16 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 (en) * 1998-08-17 2000-02-23 Siemens Information and Communication Networks, Inc. Apparatus and method for automated voice analysis in ACD silent call monitoring
EP1096767A2 (en) * 1999-10-26 2001-05-02 Rockwell Electronic Commerce Corporation System and method for automatically detecting problematic calls

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0981237A2 (en) * 1998-08-17 2000-02-23 Siemens Information and Communication Networks, Inc. Apparatus and method for automated voice analysis in ACD silent call monitoring
EP1096767A2 (en) * 1999-10-26 2001-05-02 Rockwell Electronic Commerce Corporation System and method for automatically detecting problematic calls

Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7864945B2 (en) 2004-11-30 2011-01-04 Aspect Software, Inc. Method for detecting availability of non-traditional agent
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 (en) 2001-10-04
EP1273159A2 (en) 2003-01-08
AU2001245927A1 (en) 2001-10-08

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