Patent ID: 9413891
Filing Date: 2016-08-09
CPC Classification: G06F,G10L,H04M

Claim Text:
1. A non-transitory computer readable medium with an executable program for providing a dynamic graphical representation of a category, wherein the program instructs a computer processor to perform at least the following steps: receiving a voice communication; analyzing the voice communication in at least near real-time relative to the receipt of the communication using a computer-based communications analytics facility for a language characteristic and an acoustic characteristic of the voice communication; determining the category associated with at least one participant in the voice communication using the language characteristic and the acoustic characteristic, wherein the step of determining uses a contextual analysis that evaluates the category based on a plurality of words of the voice communication spoken before each word of the plurality, wherein the category is one category selected from the group consisting of a behavior, a reason, a procedure, a competitor, a dissatisfaction, an empathy, a repeat contact, a transferred call and a politeness; and providing a dynamic graphical representation of the category through a graphical user interface.