Patent ID: 8204884

Claim:
A method for capturing and analyzing customer interactions with an agent, comprising: pre-processing at least two interaction information units using audio analysis for at least one of the at least two interaction information units, extracting content data items from the at least two interaction information units; storing the content data items in a content data item database; selectively analyzing the at least one of the at least two interaction information units suitable for further analysis by applying content analysis rules on said content data items, including non-text based analysis rules by a rule based content analysis engine; 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 a suitable category 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; using the rules to look for pre-defined combinations of specific keywords, emotion levels or talk behavior; and notifying the agent by providing a coaching statement to a computing device used by the agent when a pre-defined combination is found.