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:
intercepting, by a processor, an outgoing message prior to receipt of the outgoing message at an ultimate destination;
performing, by the processor, an automated analysis of the outgoing message using text analytics to detect one or more errors in text of the outgoing message;
assigning, by the processor, an analytical score to the outgoing message based on the text analysis and the one or more errors;
comparing the analytical score to a quality threshold;
comparing the analytical score to a quality assurance (QA) staff threshold, wherein the QA staff threshold is greater than the quality threshold;
transmitting the outgoing message to a first customer service representative customer engagement center device when the analytical score is higher than the quality threshold but lower than the QA staff threshold;
transmitting the outgoing message to a QA staff customer engagement center device when the analytical score is greater than the QA staff threshold;
repeating the intercepting, automated analysis, assignment of analytical score, and comparing listed above on a corrected outgoing message until the analytical score is less than the QA staff threshold and less than the quality threshold; and
transmitting the corrected outgoing message to the ultimate destination when the analytical score is less than the QA staff threshold and less than the quality threshold.
2. The method of claim 1 , wherein the outgoing message is composed on the first customer service representative customer engagement center device.
3. The method of claim 1 , the method further comprising initiating a transmission of the outgoing message to the ultimate destination prior to the intercepting.
4. The method of claim 3 , wherein the initiating the transmission of the outgoing message is initiated by the first customer service representative customer engagement center device.
5. The method of claim 1 , further comprising performing, by the processor, a second automated analysis of the outgoing message using text analytics to detect one or more red flags in the text of the outgoing message.
6. The method of claim 5 , further comprising, transmitting the outgoing message to a second QA staff customer engagement center device when the one or more red flags are detected during the second automated analysis and the analytical score is greater than the quality threshold but less than the QA staff threshold, wherein the second QA staff customer different QA staff customer engagement center device.
7. The method of claim 5 , further comprising, transmitting the outgoing message to a second QA staff customer engagement center device when the one or more red flags are detected during the second automated analysis and the analytical score is less than the quality threshold and less than the QA staff threshold, wherein the second QA staff customer engagement center device may be the first QA staff customer engagement center device or a different QA staff customer engagement center device.
8. A system for text analysis and routing of outgoing messages, comprising:
a memory comprising computer readable instructions;
a processor configured to read the computer readable instructions that when executed causes the system to:
intercept, by the processor, an outgoing message prior to receipt of the outgoing message at an ultimate destination;
perform, by the processor, an automated analysis of the outgoing message using text analytics to detect one or more errors in text of the outgoing message;
assign, by the processor, an analytical score to the outgoing message based on the text analysis and the one or more errors;
compare the analytical score to a quality threshold;
compare the analytical score to a quality assurance (QA) staff threshold, wherein the QA staff threshold is greater than the quality threshold;
transmit the outgoing message to a first customer service representative customer engagement center device when the analytical score is higher than the quality threshold but lower than the QA staff threshold;
transmit the outgoing message to a QA staff customer engagement center device when the analytical score is greater than the QA staff threshold;
repeat intercepting, automated analysis, assignment of analytical score, and comparing listed above on a corrected outgoing message until the analytical score is less than the QA staff threshold and less than the quality threshold; and
transmit the corrected outgoing message to the ultimate destination when the analytical score is less than the QA staff threshold and less than the quality threshold.
9. The system of claim 8 , wherein the outgoing message is composed on the first customer service representative customer engagement center device.
10. The system of claim 8 , wherein the system is further caused to initiate a transmission of the outgoing message to the ultimate destination prior to the intercepting.
11. The system of claim 10 , wherein the initiating the transmission of the outgoing message is initiated by the first customer service representative customer engagement center device.
12. The system of claim 8 , wherein the system is further caused to perform, by the processor, a second automated analysis of the outgoing message using text analytics to detect one or more red flags in the text of the outgoing message.
13. The system of claim 12 , wherein the system is further caused to transmit the outgoing message to a second QA staff customer engagement center device when the one or more red flags are detected during the second automated analysis and the analytical score is greater than the quality threshold but less than the QA staff threshold, wherein the second QA staff customer engagement center device may be the same QA staff customer engagement center device or a different QA staff customer engagement center device from the QA staff customer engagement center device in claim 8 .
14. The system of claim 12 , wherein the system is further caused to transmit the outgoing message to a second QA staff customer engagement center device when the one or more red flags are detected during the second automated analysis and the analytical score is less than the quality threshold and less than the QA staff threshold, wherein the second QA staff customer engagement center device may be the same QA staff customer engagement center device or a different QA staff customer engagement center device from the QA staff customer engagement center device in claim 8 .
15. A non-transitory computer readable medium comprising computer readable code for text analysis and routing of outgoing messages on a system that when executed by a processor, causes the system to:
intercept, by the processor, an outgoing message prior to receipt of the outgoing message at an ultimate destination;
perform, by the processor, an automated analysis of the outgoing message using text analytics to detect one or more errors in text of the outgoing message;
assign, by the processor, an analytical score to the outgoing message based on the text analysis and the one or more errors;
compare the analytical score to a quality threshold;
compare the analytical score to a quality assurance (QA) staff threshold, wherein the QA staff threshold is greater than the quality threshold;
transmit the outgoing message to a customer service representative customer engagement center device when the analytical score is higher than the quality threshold but lower than the QA staff threshold;
transmit the outgoing message to a QA staff customer engagement center device when the analytical score is greater than the QA staff threshold;
repeat intercepting, automated analysis, assignment of analytical score, and comparing listed above on a corrected outgoing message until the analytical score is less than the QA staff threshold and less than the quality threshold; and
transmit the corrected outgoing message to the ultimate destination when the analytical score is less than the QA staff threshold and less than the quality threshold.
16. The non-transitory computer readable medium of claim 15 , wherein the outgoing message is composed on the customer service representative customer engagement center device.
17. The non-transitory computer readable medium of claim 15 , wherein the system is further caused to initiate a transmission of the outgoing message to the ultimate destination prior to the intercepting.
18. The non-transitory computer readable medium of claim 8 , wherein the system is further caused to perform, by the processor, a second automated analysis of the outgoing message using text analytics to detect one or more red flags in the text of the outgoing message.
19. The non-transitory computer readable medium of claim 18 , wherein the system is further caused to transmit the outgoing message to a second QA staff customer engagement center device when the one or more red flags are detected during the second automated analysis and the analytical score is greater than the quality threshold but less than the QA staff threshold, wherein the second QA staff customer engagement center device may be the same QA staff customer engagement center device or a different QA staff customer engagement center device from the QA staff customer engagement center device in claim 15 .
20. The non-transitory computer readable medium of claim 18 , wherein the system is further caused to transmit the outgoing message to a second QA staff customer engagement center device when the one or more red flags are detected during the second automated analysis and the analytical score is less than the quality threshold and less than the QA staff threshold, wherein the second QA staff customer engagement center device may be the same QA staff customer engagement center device or a different QA staff customer engagement center device from the QA staff customer engagement center device in claim 15 .