| 摘要 |
The disclosure is directed to modeling calls in real time, with the goal of helping users, e.g., a sales representative and/or their managers, improve and/or guide the outcome of the calls. The embodiments generate real-time probabilities for possible outcomes of the conversation, as well as highlight specific on-call patterns, which may be either conducive or detrimental to a desired conversation outcome. The generated probabilities and highlighted patterns may be used by the sales representatives and/or their managers to either increase the probability of a desired outcome and/or optimize for call duration with a specific outcome. |
| 主权项 |
1. A computer-implemented method for modeling a conversation between a participant and a user, the computer-implemented method comprising:
analyzing, by a computer system, a set of call data between multiple users and multiple participants to extract multiple features of conversations between the users and the participants, the multiple features indicating characteristics of any of (a) at least one of the users, (b) at least one of the participants, (c) the conversations; extracting, by the computer system, the multiple features of the conversation based on the analysis; generating, by the computer system, multiple classifiers based on the multiple features, wherein each of the multiple classifiers indicates one of multiple outcomes of a conversation and includes a subset of the multiple features that contributed to the one of the multiple outcomes, wherein different classifiers have distinct features; receiving, by the computer system, real-time call data of an ongoing call between the user and the participant; extracting, by the computer system, a set of features from the real-time call data; and analyzing, by the computer system, the set of features using the multiple classifiers; and generating, by the computer system, probabilities for potential outcomes of the call based on the analyzing of the set of features. |
