Evaluation of voice communications
View Patent ↗One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.
1. A method, comprising:
receiving, by a computer-based system, data indicative of a user response to a question;
extracting, by the computer-based system, at least a portion of an electronic representation of a voice communication of the user, to form a caller voice print;
determining, by the computer-based system, a tone profile of the caller voice print;
adjusting, by the computer-based system, content of the data indicative of the user response, based on a determination that the tone profile is inconsistent with the user response to the question.
2. The method of claim 1 , wherein said extracting at least a portion of said electronic representation includes segmenting at least a portion of said electronic representation of said voice of said user from an electronic representation of a voice of customer representative to produce the caller voice print.
3. The method of claim 2 , further including:
formatting said caller voice print into a file for network transmission; and
transmitting said file over a network.
4. The method of claim 1 , wherein said user is at least one of: an unsatisfied caller, an angry caller, a confused caller, an unhappy caller, or a disappointed caller.
5. A system comprising:
one or more processors;
a tangible, non-transitory memory having instructions stored thereon that, in response to execution by the one or more processors, cause said system to perform operations comprising:
receiving data indicative of a user response to a question;
extracting at least a portion of an electronic representation of a communication from a caller, to form at least one of an extracted word and a caller voice print; and
adjusting content of the data indicative of the user response, based on at least one of:
a determination that a tone profile of the voice print is inconsistent with the user response to the question; or
a determination that the extracted word is inconsistent with the user response to the question.
6. The system of claim 5 , wherein the operations further comprise:
classifying the communication as a net positive communication or a net negative communication based on a number of known extracted words and a number of known tone profiles in the communication.
7. A non-transitory, tangible computer readable storage medium, having instructions stored thereon that, in response to execution by a computer-based system, cause said computer-based system to perform operations comprising:
receiving data indicative of a user response to a question;
extracting at least a portion of an electronic representation of a communication from a caller, to form at least one of an extracted word and a caller voice print; and
adjusting content of the data indicative of the user response, based on at least one of:
a determination that a tone profile of the voice print is inconsistent with the user response to the question; or
a determination that the extracted word is inconsistent with the user response to the question.
8. The non-transitory, tangible computer readable storage medium of claim 7 , wherein the operations further comprise:
classifying the user as at least one of: an unsatisfied caller, an angry caller, a confused caller, an unhappy caller, or a disappointed caller.