System and method for text analysis and routing of outgoing messages
The present invention allows text analysis and routing of an outgoing message. The system intercepts outgoing messages for analysis by a TAS software module. The module assigns an analytical score to the message, then compares the score to a threshold. If the score is below the threshold, the message is transmitted to its ultimate destination. If not, the message may be routed for correction by the message's composer or quality assurance staff. After such correction, the message new analytical score is generated and compared, and, if necessary, the process repeats again.
1. A method for text analysis and routing of outgoing messages, comprising:
initiating transmission of an outgoing message to an ultimate destination, wherein the transmission is initiated from a customer engagement center (CEC) desktop;
intercepting the transmission of the outgoing message using a text analytics service (TAS) unit prior to transmitting the outgoing message to the ultimate destination, wherein the outgoing message is composed on the customer engagement center (CEC) desktop;
performing an automated analysis of the outgoing message using a TAS software module to detect a plurality of errors;
assigning an analytical score to the outgoing message based on the analysis;
comparing the analytical score to a quality threshold; and
transmitting the outgoing message to the ultimate destination when the analytical score is less than the quality threshold.
2. The method of claim 1 , further comprising viewing a written communication by a customer service representative (CSR) on the CEC desktop before composing the outgoing message.
3. The method of claim 1 , further comprising transmitting the outgoing message to a customer service representative (CSR) or to a set of quality assurance (QA) staff for correction before transmitting the outgoing message to the ultimate destination.
4. The method of claim 3 , further comprising transmitting the outgoing message to the CSR if the analytical score is above the quality threshold.
5. The method of claim 3 , further comprising transmitting the outgoing message to the set of QA staff if the analytical score is above the quality threshold.
6. The method of claim 3 , further comprising transmitting the outgoing message to the set of QA staff if the analytical score is above a QA threshold.
7. The method of claim 3 , further comprising transmitting the outgoing message to the set of QA staff if the analytical score is above the quality threshold and if an attempt number is above an attempt threshold, wherein the attempt number is a number of times the outgoing message is rerouted for quality corrections.
8. The method of claim 3 , further comprising transmitting the outgoing message to the set of QA staff if the outgoing message includes at least one red flag feature.
9. The method of claim 3 , further comprising transmitting feedback pertaining to the quality of the outgoing message.
10. The method of claim 9 , wherein the feedback is selected from the group consisting of: analytical score, specific spelling mistakes, specific grammatical mistakes, suggested changes, at least one previous version of the outgoing message, and at least one previous version of the outgoing message with highlighted changes.
11. The method of claim 3 , further comprising repeating transmitting the outgoing message to the CSR or to the set of QA staff for correction until the analytical score is below the quality threshold and the outgoing message does not include red flag features.
12. The method of claim 11 , further comprising incrementing an attempt number with each repetition, wherein the attempt number is a number of times the outgoing message is rerouted for quality corrections.
13. The method of claim 1 , wherein the analysis evaluates a plurality of weighted quality errors requiring corrections of a plurality of characteristics and features of the outgoing message, wherein the weight given to the outgoing message containing an obscene word is greater than an outgoing message with a plurality of spelling errors, further wherein the characteristics and features consisting of: prohibited words, prohibited phrases, and prohibited expressions, offensive sentiment, offensive tone, offensive word choice, grammatical and spelling errors.
14. The method of claim 13 , wherein at least one of the plurality of weighted characteristics and features is weighed differently from another of the plurality of weighted characteristics and features.
15. A system for text analysis and routing of outgoing messages, comprising:
a processor; and
a non-transitory computer readable medium programmed with computer readable code that upon execution by the processor causes the processor to:
initiate a transmission of an outgoing message to an ultimate destination, wherein the transmission is initiated from a customer engagement center (CEC) desktop;
intercept the transmission of the outgoing message using the text analytics service (TAS) unit prior to the transmission being completed to the ultimate destination, wherein the outgoing message is composed on the customer engagement center (CEC) desktop;
perform an automated analysis of the outgoing message using a TAS software module to detect a plurality of quality errors;
assign an analytical score to the outgoing message based on the analysis;
compare the analytical score to a quality threshold; and
transmit the outgoing message to the ultimate destination when the analytical score is less than the quality threshold.
16. The system of claim 15 , wherein the TAS software module is programmed to evaluate the message's spelling, grammar, sentiment, tone, word choice, or any other characteristic.
17. The system of claim 15 , wherein the TAS software module is programmed to review outgoing messages to detect predetermined red flag words, phrases, or expressions.
18. The system of claim 15 , wherein the TAS unit is configured to save a copy of the outgoing message to the TAS storage.
19. The system of claim 15 , wherein the TAS software module is programmed with a plurality of quality thresholds, wherein each of the plurality of quality thresholds corresponds to a different type of outgoing message.
20. A non-transitory computer readable medium programmed with computer readable code that upon execution by a processor causes the processor to:
initiate a transmission of an outgoing message to an ultimate destination, wherein the transmission is initiated from a customer engagement center (CEC) desktop
intercept the transmission of the outgoing message using a text analytics service (TAS) unit prior to the transmission being completed to the ultimate destination, wherein the outgoing message is composed on the customer engagement center (CEC) desktop;
perform an automated analysis of the outgoing message using a TAS software module to detect a plurality of errors;
assign an analytical score to the outgoing message based on the analysis;
compare the analytical score to a quality threshold; and
transmit the outgoing message to the ultimate destination when the analytical score is less than the quality threshold.