FACE-TO-FACE COMMUNICATION ANALYSIS VIA MONO-RECORDING SYSTEM AND METHODS

摘要

The methods, apparatus, non-transitory computer readable media, and systems described herein include recording a mono recording of a face-to-face communication between an agent and a customer using a microphone, wherein the mono recording is unseparated and includes agent voice data and customer voice data, separately recording the agent voice data in an agent recording using a second microphone; aligning the unseparated mono recording and the agent recording so they are time-synched; subtracting agent voice data from the unseparated mono recording using the agent recording to provide a separated recording including only customer voice data, wherein the agent voice data is subtracted from the unseparated mono recording based on the alignment, sound frequency analysis, or both; converting at least the customer voice data to text; and determining a personality type of the customer by applying one or more computer-implemented linguistic algorithms to the text of the customer voice data.

主权项

1. A system for analyzing a face-to-face customer-agent communication, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, wherein the plurality of instructions when executed:
record a mono recording of a communication between an agent and a customer using a microphone, wherein the mono recording is unseparated and includes agent voice data and customer voice data;separately record the agent voice data in an agent recording using a second microphone;align the unseparated mono recording and the agent recording so they are time-synched;subtract agent voice data from the unseparated mono recording using the agent recording to provide a separated recording including only customer voice data, wherein the agent voice data is subtracted from the unseparated mono recording based on the alignment, sound frequency analysis, or both;convert at least the customer voice data to text; anddetermine a personality type of the customer by applying one or more computer-implemented linguistic algorithms to the text of the customer voice data.