Granted Patent B1

US 8,687,776 · App. 13/228,295 · Granted Apr 1, 2014

Abstract

Claims (19)

1. A method for analyzing the content of a telephonic communication comprising:

converting a verbal conversation in the telephonic communication to text data;

storing a list of tags in a database;

organizing the list of tags into at least one tag group;

assigning an allocated score to at least one tag;

assigning an event to at least one tag group;

assigning a threshold score for at least one event, wherein at least one event is an event indicating the resolution of the telephonic communication;

grouping tags into tag groups;

detecting tags present in the text data of the telephonic communication within a minimum detection confidence;

aggregating allocated scores of the tags detected in the text data of the telephonic communication, wherein aggregating allocated scores comprises not adding the allocated score for a repeated tag;

creating tag paths linking tags to the event indicating the resolution of the telephonic communication; and

logging events for which aggregate allocated scores exceed the threshold score, wherein logging events comprises constructing a time map linking when the events were triggered during the call, comprising logging times at which the aggregate allocated scores exceeded the threshold scores; and comprises linking a logged time to a corresponding logged event.

2. The method of claim 1 , further comprising logging the relative time between a first event and a second event.

3. The method of claim 1 , further comprising constructing a time map illustrating an event path comprising temporal links between the events for which aggregate allocated scores exceed the threshold score.

4. The method of claim 1 , further comprising constructing a time map illustrating a tag path comprising temporal links between the detected tags.

5. The method of claim 4 , further comprising detecting a terminal tag, wherein construction of the time map illustrating the tag path begins after detection of the terminal tag.

6. The method of claim 1 , further comprising logging one or more keywords when conversions have occurred, and comprising adjusting a price for the logged keywords.

7. The method of claim 1 , further comprising transmitting call data to a web analysis system, wherein the call data comprises conversion and keyword data from the telephonic communication.

8. The method of claim 1 , further comprising creating a visualization of combined web and call data.

Assignments (12)