WO2001074042A2 - Lexical analysis of telephone conversations with call center agents - Google Patents
Lexical analysis of telephone conversations with call center agents Download PDFInfo
- Publication number
- WO2001074042A2 WO2001074042A2 PCT/US2001/009131 US0109131W WO0174042A2 WO 2001074042 A2 WO2001074042 A2 WO 2001074042A2 US 0109131 W US0109131 W US 0109131W WO 0174042 A2 WO0174042 A2 WO 0174042A2
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- call
- calls
- features
- call center
- lexical content
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
Landscapes
- Engineering & Computer Science (AREA)
- Computational Linguistics (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Human Computer Interaction (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
Description
Claims
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
AU2001245927A AU2001245927A1 (en) | 2000-03-24 | 2001-03-23 | Lexical analysis of telephone conversations with call center agents |
EP01918909A EP1273159A2 (en) | 2000-03-24 | 2001-03-23 | Lexical analysis of telephone conversations with call center agents |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US53515500A | 2000-03-24 | 2000-03-24 | |
US09/535,155 | 2000-03-24 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2001074042A2 true WO2001074042A2 (en) | 2001-10-04 |
WO2001074042A3 WO2001074042A3 (en) | 2002-09-19 |
Family
ID=24133067
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US2001/009131 WO2001074042A2 (en) | 2000-03-24 | 2001-03-23 | Lexical analysis of telephone conversations with call center agents |
Country Status (3)
Country | Link |
---|---|
EP (1) | EP1273159A2 (en) |
AU (1) | AU2001245927A1 (en) |
WO (1) | WO2001074042A2 (en) |
Cited By (21)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO2003009173A2 (en) * | 2001-07-18 | 2003-01-30 | Sap Aktiengesellschaft | Information retrieval using enhanced document vectors |
WO2004042700A1 (en) * | 2002-10-31 | 2004-05-21 | Worldcom, Inc. | Interactive voice response system utility |
WO2004072780A2 (en) | 2003-02-05 | 2004-08-26 | Verint Systems, Inc. | Method for automatic and semi-automatic classification and clustering of non-deterministic texts |
EP1556854A2 (en) * | 2002-09-27 | 2005-07-27 | Callminer, Inc. | Software for statistical analysis of speech |
WO2006124942A1 (en) * | 2005-05-18 | 2006-11-23 | Eloyalty Corporation | A method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
WO2006124945A1 (en) * | 2005-05-18 | 2006-11-23 | Eloyalty Corporation | A method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
US7864945B2 (en) | 2004-11-30 | 2011-01-04 | Aspect Software, Inc. | Method for detecting availability of non-traditional agent |
US7869586B2 (en) | 2007-03-30 | 2011-01-11 | Eloyalty Corporation | Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics |
US8023639B2 (en) | 2007-03-30 | 2011-09-20 | Mattersight Corporation | Method and system determining the complexity of a telephonic communication received by a contact center |
US8718262B2 (en) | 2007-03-30 | 2014-05-06 | Mattersight Corporation | Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication |
US8731934B2 (en) | 2007-02-15 | 2014-05-20 | Dsi-Iti, Llc | System and method for multi-modal audio mining of telephone conversations |
US9083801B2 (en) | 2013-03-14 | 2015-07-14 | Mattersight Corporation | Methods and system for analyzing multichannel electronic communication data |
US9225841B2 (en) | 2005-05-18 | 2015-12-29 | Mattersight Corporation | Method and system for selecting and navigating to call examples for playback or analysis |
US9413891B2 (en) | 2014-01-08 | 2016-08-09 | Callminer, Inc. | Real-time conversational analytics facility |
US9923936B2 (en) | 2016-04-07 | 2018-03-20 | Global Tel*Link Corporation | System and method for third party monitoring of voice and video calls |
US10027797B1 (en) | 2017-05-10 | 2018-07-17 | Global Tel*Link Corporation | Alarm control for inmate call monitoring |
US10225396B2 (en) | 2017-05-18 | 2019-03-05 | Global Tel*Link Corporation | Third party monitoring of a activity within a monitoring platform |
US10419611B2 (en) | 2007-09-28 | 2019-09-17 | Mattersight Corporation | System and methods for determining trends in electronic communications |
US10572961B2 (en) | 2016-03-15 | 2020-02-25 | Global Tel*Link Corporation | Detection and prevention of inmate to inmate message relay |
US10740380B2 (en) | 2018-05-24 | 2020-08-11 | International Business Machines Corporation | Incremental discovery of salient topics during customer interaction |
US10860786B2 (en) | 2017-06-01 | 2020-12-08 | Global Tel*Link Corporation | System and method for analyzing and investigating communication data from a controlled environment |
Citations (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0981237A2 (en) * | 1998-08-17 | 2000-02-23 | Siemens Information and Communication Networks, Inc. | Apparatus and method for automated voice analysis in ACD silent call monitoring |
EP1096767A2 (en) * | 1999-10-26 | 2001-05-02 | Rockwell Electronic Commerce Corporation | System and method for automatically detecting problematic calls |
-
2001
- 2001-03-23 WO PCT/US2001/009131 patent/WO2001074042A2/en not_active Application Discontinuation
- 2001-03-23 AU AU2001245927A patent/AU2001245927A1/en not_active Abandoned
- 2001-03-23 EP EP01918909A patent/EP1273159A2/en not_active Withdrawn
Patent Citations (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0981237A2 (en) * | 1998-08-17 | 2000-02-23 | Siemens Information and Communication Networks, Inc. | Apparatus and method for automated voice analysis in ACD silent call monitoring |
EP1096767A2 (en) * | 1999-10-26 | 2001-05-02 | Rockwell Electronic Commerce Corporation | System and method for automatically detecting problematic calls |
Cited By (63)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO2003009173A3 (en) * | 2001-07-18 | 2003-12-18 | Sap Ag | Information retrieval using enhanced document vectors |
WO2003009173A2 (en) * | 2001-07-18 | 2003-01-30 | Sap Aktiengesellschaft | Information retrieval using enhanced document vectors |
US8583434B2 (en) | 2002-09-27 | 2013-11-12 | Callminer, Inc. | Methods for statistical analysis of speech |
EP1556854A2 (en) * | 2002-09-27 | 2005-07-27 | Callminer, Inc. | Software for statistical analysis of speech |
EP1556854A4 (en) * | 2002-09-27 | 2007-08-15 | Callminer Inc | Software for statistical analysis of speech |
US7346509B2 (en) | 2002-09-27 | 2008-03-18 | Callminer, Inc. | Software for statistical analysis of speech |
WO2004042700A1 (en) * | 2002-10-31 | 2004-05-21 | Worldcom, Inc. | Interactive voice response system utility |
US8666747B2 (en) | 2002-10-31 | 2014-03-04 | Verizon Business Global Llc | Providing information regarding interactive voice response sessions |
WO2004072780A2 (en) | 2003-02-05 | 2004-08-26 | Verint Systems, Inc. | Method for automatic and semi-automatic classification and clustering of non-deterministic texts |
WO2004072780A3 (en) * | 2003-02-05 | 2004-11-11 | Verint Systems Inc | Method for automatic and semi-automatic classification and clustering of non-deterministic texts |
US7864945B2 (en) | 2004-11-30 | 2011-01-04 | Aspect Software, Inc. | Method for detecting availability of non-traditional agent |
US8094803B2 (en) | 2005-05-18 | 2012-01-10 | Mattersight Corporation | Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
US10104233B2 (en) | 2005-05-18 | 2018-10-16 | Mattersight Corporation | Coaching portal and methods based on behavioral assessment data |
US9571650B2 (en) | 2005-05-18 | 2017-02-14 | Mattersight Corporation | Method and system for generating a responsive communication based on behavioral assessment data |
US9692894B2 (en) | 2005-05-18 | 2017-06-27 | Mattersight Corporation | Customer satisfaction system and method based on behavioral assessment data |
US9432511B2 (en) | 2005-05-18 | 2016-08-30 | Mattersight Corporation | Method and system of searching for communications for playback or analysis |
WO2006124945A1 (en) * | 2005-05-18 | 2006-11-23 | Eloyalty Corporation | A method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
US10129402B1 (en) | 2005-05-18 | 2018-11-13 | Mattersight Corporation | Customer satisfaction analysis of caller interaction event data system and methods |
WO2006124942A1 (en) * | 2005-05-18 | 2006-11-23 | Eloyalty Corporation | A method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
US10021248B2 (en) | 2005-05-18 | 2018-07-10 | Mattersight Corporation | Method and system for analyzing caller interaction event data |
US7995717B2 (en) | 2005-05-18 | 2011-08-09 | Mattersight Corporation | Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
US9225841B2 (en) | 2005-05-18 | 2015-12-29 | Mattersight Corporation | Method and system for selecting and navigating to call examples for playback or analysis |
US9357071B2 (en) | 2005-05-18 | 2016-05-31 | Mattersight Corporation | Method and system for analyzing a communication by applying a behavioral model thereto |
US10120919B2 (en) | 2007-02-15 | 2018-11-06 | Global Tel*Link Corporation | System and method for multi-modal audio mining of telephone conversations |
US8731934B2 (en) | 2007-02-15 | 2014-05-20 | Dsi-Iti, Llc | System and method for multi-modal audio mining of telephone conversations |
US11789966B2 (en) | 2007-02-15 | 2023-10-17 | Global Tel*Link Corporation | System and method for multi-modal audio mining of telephone conversations |
US9552417B2 (en) | 2007-02-15 | 2017-01-24 | Global Tel*Link Corp. | System and method for multi-modal audio mining of telephone conversations |
US10853384B2 (en) | 2007-02-15 | 2020-12-01 | Global Tel*Link Corporation | System and method for multi-modal audio mining of telephone conversations |
US9699307B2 (en) | 2007-03-30 | 2017-07-04 | Mattersight Corporation | Method and system for automatically routing a telephonic communication |
US7869586B2 (en) | 2007-03-30 | 2011-01-11 | Eloyalty Corporation | Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics |
US8023639B2 (en) | 2007-03-30 | 2011-09-20 | Mattersight Corporation | Method and system determining the complexity of a telephonic communication received by a contact center |
US8718262B2 (en) | 2007-03-30 | 2014-05-06 | Mattersight Corporation | Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication |
US10129394B2 (en) | 2007-03-30 | 2018-11-13 | Mattersight Corporation | Telephonic communication routing system based on customer satisfaction |
US10419611B2 (en) | 2007-09-28 | 2019-09-17 | Mattersight Corporation | System and methods for determining trends in electronic communications |
US10601994B2 (en) | 2007-09-28 | 2020-03-24 | Mattersight Corporation | Methods and systems for determining and displaying business relevance of telephonic communications between customers and a contact center |
US9942400B2 (en) | 2013-03-14 | 2018-04-10 | Mattersight Corporation | System and methods for analyzing multichannel communications including voice data |
US9407768B2 (en) | 2013-03-14 | 2016-08-02 | Mattersight Corporation | Methods and system for analyzing multichannel electronic communication data |
US9191510B2 (en) | 2013-03-14 | 2015-11-17 | Mattersight Corporation | Methods and system for analyzing multichannel electronic communication data |
US9083801B2 (en) | 2013-03-14 | 2015-07-14 | Mattersight Corporation | Methods and system for analyzing multichannel electronic communication data |
US10194029B2 (en) | 2013-03-14 | 2019-01-29 | Mattersight Corporation | System and methods for analyzing online forum language |
US9667788B2 (en) | 2013-03-14 | 2017-05-30 | Mattersight Corporation | Responsive communication system for analyzed multichannel electronic communication |
US10582056B2 (en) | 2014-01-08 | 2020-03-03 | Callminer, Inc. | Communication channel customer journey |
US10313520B2 (en) | 2014-01-08 | 2019-06-04 | Callminer, Inc. | Real-time compliance monitoring facility |
US9413891B2 (en) | 2014-01-08 | 2016-08-09 | Callminer, Inc. | Real-time conversational analytics facility |
US11277516B2 (en) | 2014-01-08 | 2022-03-15 | Callminer, Inc. | System and method for AB testing based on communication content |
US10601992B2 (en) | 2014-01-08 | 2020-03-24 | Callminer, Inc. | Contact center agent coaching tool |
US10645224B2 (en) | 2014-01-08 | 2020-05-05 | Callminer, Inc. | System and method of categorizing communications |
US10992807B2 (en) | 2014-01-08 | 2021-04-27 | Callminer, Inc. | System and method for searching content using acoustic characteristics |
US10572961B2 (en) | 2016-03-15 | 2020-02-25 | Global Tel*Link Corporation | Detection and prevention of inmate to inmate message relay |
US11640644B2 (en) | 2016-03-15 | 2023-05-02 | Global Tel* Link Corporation | Detection and prevention of inmate to inmate message relay |
US11238553B2 (en) | 2016-03-15 | 2022-02-01 | Global Tel*Link Corporation | Detection and prevention of inmate to inmate message relay |
US9923936B2 (en) | 2016-04-07 | 2018-03-20 | Global Tel*Link Corporation | System and method for third party monitoring of voice and video calls |
US10715565B2 (en) | 2016-04-07 | 2020-07-14 | Global Tel*Link Corporation | System and method for third party monitoring of voice and video calls |
US11271976B2 (en) | 2016-04-07 | 2022-03-08 | Global Tel*Link Corporation | System and method for third party monitoring of voice and video calls |
US10277640B2 (en) | 2016-04-07 | 2019-04-30 | Global Tel*Link Corporation | System and method for third party monitoring of voice and video calls |
US10027797B1 (en) | 2017-05-10 | 2018-07-17 | Global Tel*Link Corporation | Alarm control for inmate call monitoring |
US11044361B2 (en) | 2017-05-18 | 2021-06-22 | Global Tel*Link Corporation | Third party monitoring of activity within a monitoring platform |
US10601982B2 (en) | 2017-05-18 | 2020-03-24 | Global Tel*Link Corporation | Third party monitoring of activity within a monitoring platform |
US11563845B2 (en) | 2017-05-18 | 2023-01-24 | Global Tel*Link Corporation | Third party monitoring of activity within a monitoring platform |
US10225396B2 (en) | 2017-05-18 | 2019-03-05 | Global Tel*Link Corporation | Third party monitoring of a activity within a monitoring platform |
US10860786B2 (en) | 2017-06-01 | 2020-12-08 | Global Tel*Link Corporation | System and method for analyzing and investigating communication data from a controlled environment |
US11526658B2 (en) | 2017-06-01 | 2022-12-13 | Global Tel*Link Corporation | System and method for analyzing and investigating communication data from a controlled environment |
US10740380B2 (en) | 2018-05-24 | 2020-08-11 | International Business Machines Corporation | Incremental discovery of salient topics during customer interaction |
Also Published As
Publication number | Publication date |
---|---|
AU2001245927A1 (en) | 2001-10-08 |
EP1273159A2 (en) | 2003-01-08 |
WO2001074042A3 (en) | 2002-09-19 |
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