Patent ID: 8687776

Claim:
A method for analyzing the content of a telephonic communication comprising: converting a verbal conversation in the telephonic communication to text data; storing a list of tags in a database; organizing the list of tags into at least one tag group; assigning an allocated score to at least one tag; assigning an event to at least one tag group; assigning a threshold score for at least one event, wherein at least one event is an event indicating the resolution of the telephonic communication; grouping tags into tag groups; detecting tags present in the text data of the telephonic communication within a minimum detection confidence; aggregating allocated scores of the tags detected in the text data of the telephonic communication, wherein aggregating allocated scores comprises not adding the allocated score for a repeated tag; creating tag paths linking tags to the event indicating the resolution of the telephonic communication; and logging events for which aggregate allocated scores exceed the threshold score, wherein logging events comprises constructing a time map linking when the events were triggered during the call, comprising logging times at which the aggregate allocated scores exceeded the threshold scores; and comprises linking a logged time to a corresponding logged event.