REAL-TIME CONVERSATIONAL ANALYTICS FACILITY

摘要

Methods and systems are provided for receiving a communication, analyzing the communication in real-time or near real-time using a computer-based communications analytics facility for at least one of a language characteristic and an acoustic characteristic, wherein for analyzing the language characteristic of voice communications, the communication is converted to text using computer-based speech recognition, determining at least one of the category, the score, the sentiment, or the alert associated with the communication using the at least one language and/or acoustic characteristic, and providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface.

主权项

1. A non-transitory computer readable medium with an executable program for providing a dynamic graphical representation of at least one of a category, a score, a sentiment, and an alert wherein the program instructs a computer processor to perform at least the following steps:
receiving a voice communication; analyzing the voice communication in at least near real-time relative to the receipt of the communication using a computer-based communications analytics facility for at least one of a language characteristic and an acoustic characteristic; determining at least one of the category, the score, the sentiment, and the alert associated with at least one participant in the voice communication using the at least one language and/or acoustic characteristic; and providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface.