Method and system for analyzing a communication by applying a behavioral model thereto

摘要

A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

主权项

1. A non-transitory, computer readable medium that controls an executable computer readable program code embodied therein, the executable computer readable program code for implementing a method of analyzing electronic communication data and generating behavioral assessment data therefrom, which method comprises:
receiving, by a control processor, an electronic communication in text form from a communicant; analyzing the text of the electronic communication by mining the text of the electronic communication and applying a predetermined linguistic-based psychological behavioral model to the text of the electronic communication; and generating behavioral assessment data including a personality type corresponding to the analyzed text of the electronic communication.