Patent ID: 9569743
Date: 2017-02-14
CPC Classifications: G06N,G06Q

Claim:
1. A method of funnel analysis, the method comprising: defining at least one flow that is representative of a series of sequential events appearing in an identifiable order, the events comprising at least one speech event, at least one Data Processing Activity (DPA) event, and at least one Computer Telephone Integration (CTI) event; receiving customer service interaction data comprising communication data, DPA metadata, and CTI metadata, wherein the customer service interaction is between a customer and a customer service agent; applying the at least one flow to the customer service interaction data; determining if the customer service interaction data matches the at least one flow; and producing an automated indication based upon the determination, wherein producing the automated indication includes presenting automated guidance in real-time to the customer service agent upon the determination identifying a lack of a match to the at least one defined flow.