WO2001074042A3 - Lexical analysis of telephone conversations with call center agents - Google Patents
Lexical analysis of telephone conversations with call center agents Download PDFInfo
- Publication number
- WO2001074042A3 WO2001074042A3 PCT/US2001/009131 US0109131W WO0174042A3 WO 2001074042 A3 WO2001074042 A3 WO 2001074042A3 US 0109131 W US0109131 W US 0109131W WO 0174042 A3 WO0174042 A3 WO 0174042A3
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- call center
- lexical analysis
- telephone conversations
- center agents
- analyzing
- 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
Abstract
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 WO2001074042A2 (en) | 2001-10-04 |
WO2001074042A3 true 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 (1)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US8891754B2 (en) | 2007-03-30 | 2014-11-18 | Mattersight Corporation | Method and system for automatically routing a telephonic communication |
Families Citing this family (20)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20030018617A1 (en) * | 2001-07-18 | 2003-01-23 | Holger Schwedes | Information retrieval using enhanced document vectors |
ATE508455T1 (en) | 2002-09-27 | 2011-05-15 | Callminer Inc | METHOD FOR STATISTICALLY ANALYZING LANGUAGE |
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 |
US7864945B2 (en) | 2004-11-30 | 2011-01-04 | Aspect Software, Inc. | Method for detecting availability of non-traditional agent |
US8094790B2 (en) | 2005-05-18 | 2012-01-10 | Mattersight Corporation | Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center |
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 |
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 |
US20080201158A1 (en) | 2007-02-15 | 2008-08-21 | Johnson Mark D | System and method for visitation management in a controlled-access environment |
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 |
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 |
US10419611B2 (en) | 2007-09-28 | 2019-09-17 | Mattersight Corporation | System and methods for determining trends in electronic communications |
US9191510B2 (en) | 2013-03-14 | 2015-11-17 | Mattersight Corporation | Methods and system for analyzing multichannel electronic communication data |
WO2015105994A1 (en) | 2014-01-08 | 2015-07-16 | Callminer, Inc. | Real-time conversational analytics facility |
US10572961B2 (en) | 2016-03-15 | 2020-02-25 | Global Tel*Link Corporation | Detection and prevention of inmate to inmate message relay |
US9609121B1 (en) | 2016-04-07 | 2017-03-28 | 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 |
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 |
US10740380B2 (en) | 2018-05-24 | 2020-08-11 | International Business Machines Corporation | Incremental discovery of salient topics during customer interaction |
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 EP EP01918909A patent/EP1273159A2/en not_active Withdrawn
- 2001-03-23 AU AU2001245927A patent/AU2001245927A1/en not_active Abandoned
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 (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US8891754B2 (en) | 2007-03-30 | 2014-11-18 | Mattersight Corporation | Method and system for automatically routing a telephonic communication |
US8983054B2 (en) | 2007-03-30 | 2015-03-17 | Mattersight Corporation | Method and system for automatically routing a telephonic communication |
US9124701B2 (en) | 2007-03-30 | 2015-09-01 | Mattersight Corporation | Method and system for automatically routing a telephonic communication |
US9270826B2 (en) | 2007-03-30 | 2016-02-23 | Mattersight Corporation | System for automatically routing a communication |
Also Published As
Publication number | Publication date |
---|---|
WO2001074042A2 (en) | 2001-10-04 |
EP1273159A2 (en) | 2003-01-08 |
AU2001245927A1 (en) | 2001-10-08 |
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