Analysis of customer interaction metrics from digital voice data in a data-communication server system

Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital voice data in a data-communication system. An example method includes accessing digital voice data indicative of transcribed audio conversations between a plurality of ag...

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Bibliographische Detailangaben
Hauptverfasser:	Martin, Bryan R, Liu, Zhishen
Format:	Patent
Sprache:	eng
Schlagworte:	ACOUSTICS CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY MUSICAL INSTRUMENTS PHYSICS SPEECH ANALYSIS OR SYNTHESIS SPEECH OR AUDIO CODING OR DECODING SPEECH OR VOICE PROCESSING SPEECH RECOGNITION SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Zusammenfassung:	Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital voice data in a data-communication system. An example method includes accessing digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of a remotely-situated client entity, the digital voice data including keywords and speech characteristic parameters associated with outcomes of the transcribed audio conversations. The method further includes analyzing the digital voice data to identify customer-interaction metrics including values of specific keywords and speech characteristic parameters of the digital voice data associated with particular outcomes and provide identification of particular agents for particular remotely-situated client entities that have customer-interaction metrics outside a threshold value to client data-communications server associated the particular agents, and adjusting the customer-interaction metrics using digital voice data of additional audio conversations.