System and method for providing guidance to persuade a caller

摘要

A system and method for providing guidance to persuade a caller is provided. A call is received from a caller into a call center and an offer is provided to the caller. A likelihood of the caller to accept the offer is measured by analyzing voice input of the caller during the call. One or more paralinguistic voice characteristics in the voice input are determined. A stage of persuasion is assigned to the caller based on the paralinguistic voice characteristics and a recommendation is made for guidance to persuade the caller to accept the offer.

主权项

1. A system for providing guidance to persuade a caller, comprising:
a receipt module to receive a call from a caller into a call center; an offer module to provide an offer to the caller; a measurement module to measure a likelihood of the caller to accept the offer by analyzing voice input of the caller during the call, comprising:
a model generation submodule that generates a model comprising multiple overlapping population distributions to determine voice characteristic values;a detection submodule to detect at least one of a paralinguistic voice characteristic of the voice input;an identification submodule to identify a single value for the detected paralinguistic voice characteristic within the model;an association submodule to associate the caller's paralinguistic voice characteristic with a trait by selecting one of the subtraits as the trait representative of the paralinguistic voice characteristic based on a relationship between the paralinguistic voice characteristic value and each of the population distribution curves; andan assignment submodule to assign the caller to at least one of a plurality of likely sale groups based on the caller's identified traits; and a recommendation module to provide a recommendation for guidance to persuade the caller to accept the offer based on the assigned group.