Enhancing contact center calculations based on real-time speech analytics
System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.
1. A method to calculate an expected waiting time (EWT) of a caller to a contact center, comprising:
monitoring, by a processor of the contact center, a content of a present communication session, wherein the content comprises one or more of an audio portion, a video portion, or a textual portion of the present communication session;
estimating, by the processor of the contact center, based on the content of the present communication session, a point of progress of the present communication session;
comparing, by the processor of the contact center, the point of progress to a historical statistic, wherein the comparing comprises:
generating, by the processor of the contact center, a comparison of the content of the present communication session to a plurality of required statements to identify a match; and
determining, by the processor of the contact center, whether a statistical confidence of the match is above a predetermined threshold;
calculating, by the processor of the contact center, based on the comparison of the point of progress to the historical statistic, a projection of a duration of a remainder of the present communication session;
estimating, by the processor of the contact center, the EWT based upon the projection of the duration of the remainder of the present communication session; and
providing, by the processor of the contact center, the EWT to a communications circuit.
2. The method of claim 1 , wherein monitoring the content of the present communication session comprises semantic analysis of an audio stream.
3. The method of claim 1 , wherein monitoring the content of the present communication session comprises monitoring visible actions of a participant of the present communication session.
4. The method of claim 1 , wherein estimating the point of progress of the present communication session comprises searching for monitored content in a predetermined script.
5. The method of claim 1 , wherein estimating the point of progress of the present communication session further comprises:
determining a group membership of the monitored content; and
searching for a member of the group membership in a predetermined script.
6. The method of claim 1 , wherein comparing the point of progress comprises making a comparison of the point of progress of the present communication session to a historical communication session that shares a characteristic with the present communication session.
7. The method of claim 1 , wherein calculating the projection comprises weighting types of future responses by response times of previous responses of a same respective type in the present communication session.
8. The method of claim 1 , wherein providing the EWT comprises:
providing a first EWT to a first communication circuit in communication with a contact center application; and
providing a second EWT to a second communication circuit in communication with a caller waiting in queue.
9. The method of claim 8 , wherein the second EWT is different than the first EWT.
10. The method of claim 1 , wherein determining whether a statistical confidence of the comparison is above a predetermined threshold comprises weighting a first group of words more heavily than a second group of words.
11. A system to calculate an expected waiting time (EWT) of a caller to a contact center, comprising:
a memory device storing executable instructions; and
a processor in communication with the memory device, wherein the processor when executing the executable instructions:
monitors a content of a present communication session, wherein the content comprises one or more of an audio portion, a video portion, or a textual portion of the present communication session;
estimates, based on the content of the present communication session, a point of progress of the present communication session;
compares the point of progress to a historical statistic by:
generating a comparison of the content of the present communication session to a plurality of required statements to identify a match; and
determining whether a statistical confidence of the match exceeds a predetermined threshold;
calculates, based on the comparison of the point of progress to the historical statistic, a projection of a duration of a remainder of the present communication session;
estimates the EWT based upon the projection of the duration of the remainder of the present communication session; and
provides the EWT to a communications circuit.
12. The system of claim 11 , wherein the processor when executing the executable instructions semantically analyzes an audio media stream representative of the present communication session.
13. The system of claim 11 , wherein the processor when executing the executable instructions monitors visible actions of a participant of the present communication session.
14. The system of claim 11 , wherein the processor when executing the executable instructions estimates the point of progress of the present communication session by a search of monitored content in a predetermined script.
15. The system of claim 11 , wherein the processor when executing the executable instructions estimates the point of progress of the present communication session by:
determining a group membership of the monitored content; and
searching for a member of the group membership in a predetermined script.
16. The system of claim 11 , wherein the processor when executing the executable instructions compares the point of progress by making a comparison of the point of progress of the present communication session to a historical communication session that shares a characteristic with the present communication session.
17. The system of claim 11 , wherein the processor calculates the projection by weighting types of future responses by response times of previous responses of a same respective type in the present communication session.
18. The system of claim 11 , wherein the processor when executing the executable instructions:
provides a first EWT to a first communication circuit in communication with a contact center application; and
provides a second EWT to a second communication circuit in communication with a caller waiting in queue.
19. The system of claim 18 , wherein the second EWT is different than the first EWT.
20. The system of claim 11 , wherein the processor when executing the executable instructions determines whether a statistical confidence of the comparison is above a predetermined threshold by weighting a first group of words more heavily than a second group of words.