Patent Document ID: 20060262919
Application ID: 11131486
Patent Flag: 0

Claim One:
1. A method for analyzing a telephonic communication between a customer and a contact center, the method comprising: separating a telephonic communication into at least first constituent voice data and second constituent voice data; analyzing one of the first and second constituent voice data, the step of analyzing comprising: translating one of the first and second constituent voice data into a text format; applying a predetermined linguistic-based psychological behavioral model to the translated one of the first and second constituent voice data, the applying step comprising the steps of: mining the translated voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and, automatically associating the identified behavioral signifiers with at least one of a plurality of personality types associated with the psychological behavioral model; and, generating behavioral assessment data corresponding to the analyzed one of the first and second voice data.