System and method for natural language processing
View Patent ↗A system and method are presented for the use of natural language processing to automate the disposition of completed interactions in an environment such as a contact center system. Communications may be inbound or outbound. A communication is received or placed by the contact center system and processed through the contact center system. After the interaction of the communication and the contact center is completed, data from the completed interaction may be processed through an automated customer interaction disposition system. Transcript data from the interaction may be processed through an NLP engine to generate data from the interaction. The data may then be automatically matched with a disposition/wrap-up code for the interaction.
1. A method for labeling interactions between customers and a contact center, the method comprising:
receiving, by an interactive voice response system, an interaction;
recording, by a recording module, the interaction to generate a recording of the interaction;
routing the interaction to an endpoint of a plurality of endpoints of the contact center; and
labeling the interaction with a disposition label after the interaction is completed, the labeling being performed by an automated customer interaction disposition system comprising:
a natural language processing (NLP) engine configured to generate NLP data from the recording of the interaction;
a sentiment engine configured to identify one or more customer sentiments from the NLP data; and
a disposition engine configured to compute the disposition label from the one or more customer sentiments.
2. The method of claim 1 , wherein the interaction is a voice interaction, and
wherein the automated customer interaction disposition system further comprises a transcription service configured to:
transcribe the voice interaction into textual information; and
supply the textual information to the NLP engine to generate the NLP data.
3. The method of claim 1 , wherein the endpoint comprises a human agent.
4. The method of claim 1 , wherein the interactive voice response system comprises an automated agent system, and
wherein the endpoint comprises a virtual agent.
5. The method of claim 1 , wherein the interaction comprises an inbound communication.
6. The method of claim 1 , wherein the interaction comprises an outbound communication.
7. The method of claim 1 , wherein the interaction comprises a phone call or a video communication.
8. The method of claim 1 , wherein the interaction comprises a social media post, an email, or an instant message.
9. A system for labeling interactions between customers and a contact center, the system comprising:
an interactive voice response system configured to receive interactions;
a recording module configured to record the interactions to generate recordings of the interactions;
a router configured to route the interactions to a plurality of endpoints of the contact center; and
an automated customer interaction disposition system configured to label each of the interactions with a corresponding disposition label after the interaction is completed, the automated customer interaction disposition system comprising:
a natural language processing (NLP) engine configured to generate NLP data from the recording of the interaction;
a sentiment engine configured to identify one or more customer sentiments from the NLP data; and
a disposition engine configured to compute the disposition label from the one or more customer sentiments.
10. The system of claim 9 , wherein at least one interaction of the interactions is a voice interaction, and
wherein the automated customer interaction disposition system further comprises a transcription service configured to:
transcribe the voice interaction into textual information; and
supply the textual information to the NLP engine to generate the NLP data.
11. The system of claim 9 , wherein the plurality of endpoints comprises a human agent.
12. The system of claim 9 , wherein the interactive voice response system comprises an automated agent system, and
wherein the plurality of endpoints comprises a virtual agent.
13. The system of claim 9 , wherein the interactions comprise an inbound communication.
14. The system of claim 9 , wherein the interactions comprise an outbound communication.
15. The system of claim 9 , wherein the interactions comprise a phone call or a video communication.
16. The system of claim 9 , wherein the interactions comprise a social media post, an email, or an instant message.