公开(公告)号：US20190245971A1

公开(公告)日：2019-08-08

申请号：US16386467

申请日：2019-04-17

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  G06F17/27 ,  G10L15/18 ,  G10L25/72 ,  G10L15/02 ,  H04M3/42 ,  G10L15/30 ,  G06F21/62 ,  G10L15/26

CPC classification number: H04M3/5175 ,  G06F17/2765 ,  G06F17/2785 ,  G06F21/6254 ,  G10L15/02 ,  G10L15/1815 ,  G10L15/26 ,  G10L15/30 ,  G10L25/72 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5191 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/401 ,  H04M2203/551 ,  H04M2203/6009

Abstract: A system and method of categorizing communications involves evaluating one or more portions of a communication. Systems include a language module structured to analyze the one or more portions of the communication for at least one of a language characteristic or a non-word symbol within a text of the communication, an acoustic analysis module structured to analyze the one or more portions of the communication for an acoustic characteristic, and a determination module structured to determine at least one category label to associate with the one or more portions of the communication using at least one of the language characteristic or the non-word symbol, and the acoustic characteristic.

公开(公告)号：US20220377174A1

公开(公告)日：2022-11-24

申请号：US17881541

申请日：2022-08-04

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  H04M3/42 ,  G10L15/30 ,  G06F21/62 ,  G10L15/26 ,  G06F40/30 ,  G10L25/72 ,  G06F40/279 ,  G10L15/02 ,  G10L15/18

Abstract: Systems and methods include using a clustering engine to determine topics in a communication. An example system includes a user interface module that receives user input relating to a criteria to define a set of communications, wherein the criteria is at least one of a category, a score, a sentiment, an agent, an agent grouping, a speaker, a location, an event attribute, a call center, a time of communication, or a date of communication, an acoustic analysis module that analyzes the set of communications to determine one or more acoustic characteristics of one or more communications in the set of communications, and a clustering engine that analyzes words and phrases in the set of communications and the one or more acoustic characteristics, and to determine a topic of the set of communications based on at least one commonality in words, phrases, or the one or more acoustic characteristics.

公开(公告)号：US10601992B2

公开(公告)日：2020-03-24

申请号：US16386506

申请日：2019-04-17

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  G10L25/72 ,  G06F40/30 ,  G06F40/279 ,  G06F21/62 ,  G10L15/26 ,  G10L15/30 ,  H04M3/42 ,  G10L15/02 ,  G10L15/18 ,  G10L15/08

Abstract: A contact center agent coaching tool may employ systems and methods comprising receiving a communication involving a participant, analyzing the communication in at least near real-time relative to a receipt of the communication using a computer-based communications analytics facility for at least one of a language characteristic, a non-word symbol, or an acoustic characteristic, analyzing the communication in at least near real-time relative to the receipt of the communication using a contextual analysis to obtain a context, determining at least one of a category or a score associated with an aspect of the communication using the at least one language characteristic, non-word symbol, acoustic characteristic, or the context, and triggering a coaching tool to be presented to the participant based on at least one of the category or the score.

公开(公告)号：US20190245974A1

公开(公告)日：2019-08-08

申请号：US16386511

申请日：2019-04-17

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  G06F17/27 ,  G10L15/18 ,  G10L25/72 ,  G10L15/02 ,  H04M3/42 ,  G10L15/30 ,  G06F21/62 ,  G10L15/26

CPC classification number: H04M3/5175 ,  G06F17/2765 ,  G06F17/2785 ,  G06F21/6254 ,  G10L15/02 ,  G10L15/1815 ,  G10L15/26 ,  G10L15/30 ,  G10L25/72 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5191 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/401 ,  H04M2203/551 ,  H04M2203/6009

Abstract: A communication channel customer journey may involve receiving a first communication on a communication channel of a plurality of communication channels, wherein the first communication is associated with a contact, receiving at least one additional communication from the contact, wherein the at least one additional communication is on a same communication channel or is on a different communication channel of the plurality of communication channels, linking the first communication and the at least one additional communication by the contact, wherein linking involves storing information from at least one of a recording, a transcript, a copy of one or more of the first communication and the at least one additional communication, a language characteristic, an acoustic characteristic, a category, and a score, and enabling a user to navigate between all of the stored information for the first communication and the at least one additional communication.

公开(公告)号：US20170011232A1

公开(公告)日：2017-01-12

申请号：US15275899

申请日：2016-09-26

Applicant: CallMiner, Inc.

Inventor： Shaoyu Xue ,  Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick

IPC: G06F21/62 ,  H04M3/42 ,  G10L15/30 ,  H04M3/51 ,  G10L15/26 ,  G06F17/27

CPC classification number: H04M3/5175 ,  G06F17/2765 ,  G06F17/2785 ,  G06F21/6254 ,  G10L15/02 ,  G10L15/1815 ,  G10L15/26 ,  G10L15/30 ,  G10L25/72 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5191 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/401 ,  H04M2203/551 ,  H04M2203/6009

Abstract: Disclosed herein are systems and methods for redacting sensitive information. Certain methods involve receiving a copy of a communication and automatically, under computer control, analyzing the communication and identifying sensitive information in accordance with one or more rules, and identifying the location of the sensitive information in the communication. Automatically, under computer control, the sensitive information is redacted from the communication.

Abstract translation: 本文公开了用于修正敏感信息的系统和方法。 某些方法包括接收通信副本，并在计算机控制下自动分析通信并根据一个或多个规则识别敏感信息，以及识别通信中敏感信息的位置。 在计算机控制下，敏感信息自动从通信中进行编辑。

公开(公告)号：US20220377175A1

公开(公告)日：2022-11-24

申请号：US17881543

申请日：2022-08-04

Applicant: CallMiner, Inc

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  H04M3/42 ,  G10L15/30 ,  G06F21/62 ,  G10L15/26 ,  G06F40/30 ,  G10L25/72 ,  G06F40/279 ,  G10L15/02 ,  G10L15/18

Abstract: Systems and methods include processing communication segments. A method may include obtaining at least one audio segment of an audio communication and distributing the at least one audio segment to a rules engine, analyzing, with the rules engine, the at least one audio segment for at least one acoustic trigger, determining at least one event that is triggered based on comparing the at least one acoustic trigger to one or more trigger rules, and communicating the at least one event to at least one end user through a web server.

公开(公告)号：US11277516B2

公开(公告)日：2022-03-15

申请号：US17135354

申请日：2020-12-28

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  G10L25/72 ,  G06F40/30 ,  G06F40/279 ,  G06F21/62 ,  G10L15/26 ,  G10L15/30 ,  H04M3/42 ,  G10L15/02 ,  G10L15/18 ,  G10L15/08

Abstract: Systems and methods include identifying sets of communications using AB testing based on a difference in metadata values between the sets for a first type of metadata, determining at least one similarity between communications in a first set based on metadata values of a second type of metadata, determining at least one similarity between the communications in the second set based on metadata values of the second type of metadata or a third type of metadata, comparing the at least one similarity from the first set to the at least one similarity of the second set to identify differences in metadata values or types of metadata, and determining, based on the differences, a suggested action for an agent for a future communication with respect to at least one of a desired script, a target phrase, or a desired acoustic characteristic.

公开(公告)号：US10582056B2

公开(公告)日：2020-03-03

申请号：US16386511

申请日：2019-04-17

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  G06F17/27 ,  G10L25/72 ,  G06F21/62 ,  G10L15/26 ,  G10L15/30 ,  H04M3/42 ,  G10L15/02 ,  G10L15/18 ,  G10L15/08

Abstract: A communication channel customer journey may involve receiving a first communication on a communication channel of a plurality of communication channels, wherein the first communication is associated with a contact, receiving at least one additional communication from the contact, wherein the at least one additional communication is on a same communication channel or is on a different communication channel of the plurality of communication channels, linking the first communication and the at least one additional communication by the contact, wherein linking involves storing information from at least one of a recording, a transcript, a copy of one or more of the first communication and the at least one additional communication, a language characteristic, an acoustic characteristic, a category, and a score, and enabling a user to navigate between all of the stored information for the first communication and the at least one additional communication.

公开(公告)号：US20190245972A1

公开(公告)日：2019-08-08

申请号：US16386499

申请日：2019-04-17

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  G06F17/27 ,  G10L15/18 ,  G10L25/72 ,  G10L15/02 ,  H04M3/42 ,  G10L15/30 ,  G06F21/62 ,  G10L15/26

CPC classification number: H04M3/5175 ,  G06F17/2765 ,  G06F17/2785 ,  G06F21/6254 ,  G10L15/02 ,  G10L15/1815 ,  G10L15/26 ,  G10L15/30 ,  G10L25/72 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5191 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/401 ,  H04M2203/551 ,  H04M2203/6009

Abstract: Content, such as communications, can be searched by their acoustic characteristics, among others. A method may include analyzing a plurality of content for at least one of a language characteristic or a non-word symbol within a text of the plurality of content, and an acoustic characteristic, searching the plurality of content using a search string comprising at least one of a language characteristic, or a non-word symbol, and an acoustic characteristic, and presenting a subset of the plurality of content ranked according to a match with the search string. In some cases, a category label is determined for the content and is also used in the search string.

公开(公告)号：US20170026514A1

公开(公告)日：2017-01-26

申请号：US15194742

申请日：2016-06-28

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  G10L15/18 ,  G10L15/02 ,  H04M3/42 ,  G10L25/72

CPC classification number: H04M3/5175 ,  G06F17/2765 ,  G06F17/2785 ,  G06F21/6254 ,  G10L15/02 ,  G10L15/1815 ,  G10L15/26 ,  G10L15/30 ,  G10L25/72 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5191 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/401 ,  H04M2203/551 ,  H04M2203/6009

Abstract: Disclosed herein is a system that provides analysis of language or acoustic characteristics of a communication including a receiver and a computer-based communications analytics facility including at least one of: a language analysis module for analyzing the communication for at least one of a language characteristic and a non-word symbol within the communication text that connotes a verbal element, an acoustic analysis module for analyzing the communication for an acoustic characteristic, and a contextual module for analyzing a context of words within the communication. The system also includes a determination module for determining an alert associated with the communication using at least one of the language characteristic, the non-word symbol, the acoustic characteristic, and the context, wherein the alert concerns a presence or an absence of specific language; and an interface for displaying at least one visual, textual, or numerical indication representative of the alert.

Abstract translation: 本文公开了一种系统，其提供包括接收机和基于计算机的通信分析设备的通信的语言或声学特性的分析，所述通信包括以下至少一个：语言分析模块，用于分析语言特性和 通信文本内的非字符符号，意味着语音元素，用于分析用于声学特性的通信的声学分析模块，以及用于分析通信内的单词的上下文的语境模块。 该系统还包括确定模块，用于使用语言特性，非字符符号，声学特性和上下文中的至少一个来确定与通信相关联的警报，其中警报涉及特定语言的存在或不存在 ; 以及用于显示表示警报的至少一个视觉，文本或数字指示的界面。