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
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United States of America Patent
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Jan 10, 2012
Grant Date -
Nov 23, 2006
app pub date -
May 18, 2005
filing date -
May 18, 2005
priority date (Note) -
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Abstract
A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into first and second constituent voice data. One of the first and second constituent voice data is analyzed. The analysis consist of translating one the constituent voice data into a text format and applying a predetermined linguistic-based psychological behavioral model to the translated voice data. In applying the behavioral model, the translated voice data is mined, and behavioral signifiers associated with the psychological behavioral model are identified in the voice data. The behavioral signifiers are automatically associated with at least one of a plurality of personality types associated with the psychological behavioral model. Behavioral assessment data is generated which corresponds to the analyzed voice data.
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