IP Library › Granted Patent US 10,601,994

Granted Patent B2

US 10,601,994 · App. 16/519,970 · Granted Mar 24, 2020

Methods and systems for determining and displaying business relevance of telephonic communications between customers and a contact center

Inventors: Kelly Conway (Lake Bluff, IL); Alan Yengoyan (Chicago, IL); Douglas Brown (Austin, TX); David Gustafson (Lake Bluff, IL); Christopher Danson (Austin, TX)

Assignee: MATTERSIGHT CORPORATION

H04M3/5175 H04M3/42221

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Quick Facts

Patent No.: US 10,601,994
App. No.: 16/519,970
Granted: Mar 24, 2020
Kind: B2

External Links

USPTO Patent Center↗ Full Patent PDF↗

Abstract

The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.

Claims (59)

1. A system for identifying trends in electronic communications received by a contact center, the system comprising:

a first server for recording a plurality of electronic communications of an organization;

a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:

instructions that, when executed, apply linguistic and non-linguistic analysis to the plurality of electronic communications;

instructions that, when executed, identify one or more patterns in the plurality of electronic communications over a first predetermined period of time;

instructions that, when executed, determine the frequency for each pattern in the plurality of electronic communications over the first predetermined period of time;

instructions that, when executed, determine the significance of each identified pattern over the first predetermined period of time;

instructions that, when executed, determine a trend for each of the one or more patterns based on the frequency and significance of the pattern over the first predetermined period of time;

instructions that, when executed, generate one or more recommended actions based on each determined trend;

instructions that, when executed, display the one or more recommended actions to a user; and

instructions that, when executed, transmit each of the electronic communications exhibiting each determined trend to a specific area of the organization.

2. The system of claim 1 , which further comprises instructions that, when executed,

identify one or more patterns in the plurality of electronic communications over a second predetermined period of time;

instructions that, when executed, determine the frequency for each pattern in the plurality of electronic communications over the second predetermined period of time;

instructions that, when executed, determine the significance of each identified pattern over the second predetermined period of time; and

instructions that, when executed, determine a trend for each of the one or more patterns based on the frequency and significance of the pattern over the second predetermined period of time.

3. The system of claim 2 , wherein the first and second predetermined periods of time are sequential and do not overlap.

4. The system of claim 1 , which further comprises instructions that, when executed, transmit the one or more recommended actions to a communication distributor.

5. The system of claim 1 , wherein the instructions that, when executed, identifies one or more patterns further comprises establishing a frequency threshold, and including patterns that exceed the frequency threshold in the identified patterns.

6. The system of claim 1 , which further comprises a routing engine configured to send an automated message to an external source based on the determined trend.

7. The system of claim 2 , wherein the instructions that, when executed, generate one or more recommended actions based on each identified trend, are further based on a comparison of a first plurality of patterns from the first predetermined time period to a second plurality of patterns from the second predetermined time period.

8. A computer-implemented method for identifying trends in electronic communications between one or more customers of an organization and a contact center having one or more agents, the method being implemented by a non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments, the method comprising:

recording a plurality of electronic communications;

applying linguistic and non-linguistic analysis to the plurality of electronic communications;

identifying one or more patterns in the plurality of electronic communications over a first predetermined period of time;

determining the frequency for each pattern in the plurality of electronic communications over the first predetermined period of time;

determining the significance of each identified pattern over the first predetermined period of time;

determining a trend for each of the one or more patterns based on the frequency and significance of the pattern over the first predetermined period of time;

generating one or more recommended actions based on each determined trend;

displaying the one or more recommended actions to a user; and

transmitting each of the electronic communications exhibiting each determined trend to a specific area of the organization.

9. The computer-implemented method of claim 8 , which further comprises:

identifying one or more patterns in the plurality of electronic communications over a second predetermined period of time;

determining the frequency for each pattern in the plurality of electronic communications over the second predetermined period of time;

determining the significance of each identified pattern over the second predetermined period of time; and

determining a trend for each of the one or more patterns based on the frequency and significance of the pattern over the second predetermined period of time.

10. The computer-implemented method of claim 9 , wherein the first and second predetermined periods of time are sequential and do not overlap.

11. The computer-implemented method of claim 8 , which further comprises transmitting the one or more recommended actions to a communication distributor.

12. The computer-implemented method of claim 8 , wherein the identifying one or more patterns further comprises establishing a frequency threshold, and including patterns that exceed the frequency threshold in the identified patterns.

13. The computer-implemented method of claim 8 , which further comprises sending an automated message to an external source based on the determined trend.

14. The computer-implemented method of claim 9 , wherein the generating one or more recommended actions based on each identified trend is further based on a comparison of a first plurality of patterns from the first predetermined time period to a second plurality of patterns from the second predetermined time period.

15. A non-transitory machine-readable medium comprising a plurality of machine-readable instructions which, when executed by one or more processors, are adapted to cause the one or more processors to perform a method which comprises:

recording a plurality of electronic communications of an organization;