Patent ID: 7953219
Filing Date: 2011-05-31
Classification: G06Q,H04M,Y10S

Abstract:
1. An apparatus for capturing and analyzing customer interactions the apparatus comprising: a multi-segment interaction capture device for capturing at least two interaction information units of various media types, the capture device comprising at least a voice capture device; a storage device for storing the at least two interaction information units; an initial set up and calibration device; a pre-processing and content extraction component adapted for receiving the at least two interaction information units of various media types and for extracting content data items from said at least two interaction information units, by applying audio analysis on at least one of the at least two interaction information units, said content data items include content items other than text; a rule based content analysis engine for receiving the content data items and for selectively performing interaction content analysis of the at least one of the at least two interaction information units found suitable for further analysis, by using content analysis rules including non-text based analysis rules, a classification component for classifying the content data items from the at least two interaction information units into at least two user-defined categories, by matching at least one of the content data items against the at least two user-defined categories and associating the at least one of the content data items with one of the at least two user-defined categories, the at least two user-defined categories defined in accordance with at least one word combined with a screen event or with a CRM entry that occurred substantially at the time the at least one word was used; and a content data items database for storing the content data.