Browse Prior Art Database

System and method for communication improvement based on interaction analysis

IP.com Disclosure Number: IPCOM000238259D
Publication Date: 2014-Aug-12
Document File: 2 page(s) / 50K

Publishing Venue

The IP.com Prior Art Database

Abstract

We describe a system and method that analyzes conversations and provides recommendations for areas of improvement. Through this analysis, the system identifies the phrases and specific terms that the speakers needs to improve upon for clarity. It will also improve the interaction based on the context and the flow of the conversation and interaction.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 52% of the total text.

Page 01 of 2

System and method for communication improvement based on interaction analysis Described is a system and method that analyzes conversations and provides recommendations for areas of improvement. Through this analysis, the system identifies the phrases and specific terms that the speakers needs to improve upon for clarity. It will also improve the interaction based on the context and the flow of the conversation and interaction.

Example Flow:


A service desk employee has the customer interactions recorded. This interaction is transcribed using speech recognition technology. The transcriptions is analyzed to identify areas in the dialog where the participants had trouble understanding each other. This analysis is done using one or more of the following approaches:

Spotting of words that indicate confusion on the part of either participant (e.g. "What?", "huh?", "repeat that", "Excuse Me?")

When the same or similar statements are repeatedly made (e.g. the agent repeatedly asks the customer for X because the customer does not understand the question)

When there are unexplained pauses in the transcript (e.g. the customer is trying to decipher what the agent has said or vice versa; this should not be confused with pauses that are explained by one of the participants performing some action; this can be determined by tying the timeline of the transcript with the timeline of the actions performed by the participants)

The system provides the speaker feedback on the: sentences, phrases and words that were not clearly understood. This helps the speaker identify the specific areas that they need improvement eith...