Automated Call Outcome Tracking Using Audible Signifiers
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Solution Overview
Problem
Current systems lack the ability to objectively and quantifiably monitor interactions between staff and clients in organizations, leading to lost revenue and diminished client satisfaction due to poor reporting mechanisms and internal communication, especially in smaller medical practices, where conventional quality control methods are unaffordable and ineffective in providing actionable intelligence on call content and outcomes.
Innovation Solution
A method and system for automatically determining the outcome of phone calls using signifiers, which involves receiving voice data, identifying audibles or signifiers, and transmitting a response communication to accurately determine the call outcome without altering the conversation flow, enabling real-time analytics and comparative analysis across similar businesses.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional quality control call centers record and analyze customer communications to determine satisfaction, then customer service quality monitoring is improved, but the system cannot analyze the content or outcome of calls and does not provide actionable intelligence
Solution Approach 1:
The patent introduces an automated call tracking system as an intermediary between the phone call and the analysis process. This system captures call data, transcribes voice to text, and analyzes call content and outcomes automatically, serving as a mediator that enables both accurate measurement and information retention without requiring human review of every call
Solution Approach 2:
The patent replaces the mechanical system of human reviewers manually analyzing recorded calls with an automated computer-based system that uses speech-to-text conversion and algorithmic analysis. This substitution enables the system to analyze call content and determine outcomes automatically, providing actionable intelligence while maintaining measurement accuracy
2Productivity
If consultants provide general advice for enhancing performance within large organizations, then organizational performance improvement is addressed, but the service is not affordable for smaller medical practices and does not provide actionable intelligence
Solution Approach 1:
The automated call tracking system enables organizations to self-monitor and self-analyze their own call data without requiring external consultants. The system automatically captures, transcribes, and analyzes calls, allowing smaller practices to access performance intelligence that previously required expensive external services
Solution Approach 2:
The patent implements a cost-effective automated system that replaces expensive consultant services with an affordable technology solution. The system uses automated speech-to-text conversion and algorithmic analysis that can be deployed at lower cost than human consultants, making performance tracking accessible to smaller organizations
3Measurement precision
If survey data is obtained from staff through questionnaires to compare performance across offices, then performance comparison is enabled, but staff may not be truthful and accuracy is compromised
Solution Approach 1:
The patent replaces the mechanical system of staff completing self-report questionnaires with an automated system that objectively analyzes actual call data. By converting spoken words to text and analyzing the content directly, the system eliminates the opportunity for staff dishonesty while maintaining measurement precision
Solution Approach 2:
The system provides objective feedback based on actual call content rather than staff perceptions. By analyzing the real interactions between staff and customers, the system generates accurate performance data that reflects actual behavior, creating a feedback loop that is truthful and actionable
4Productivity
If automated systems are used for call tracking, then productivity is improved, but the systems do not provide intelligence on call content or outcome
Solution Approach 1:
The patent implements continuous automated analysis of call content and outcomes. The system continuously captures calls, converts speech to text, and analyzes the content in real-time, maintaining an unbroken chain of data collection and analysis that provides ongoing intelligence on call outcomes without interrupting operations
Solution Approach 2:
The system introduces an automated speech-to-text conversion intermediary that bridges the gap between voice calls and data analysis. This intermediary enables the automated system to capture and analyze call content and outcomes, providing intelligence that was previously unavailable while maintaining high productivity
Data Source
AI summary
There is disclosed a method in a data processing system for automatically and accurately determining an outcome of a phone call by using signifiers or audibles as a way to increase accuracy without altering the flow of the conversation. The disclosed method can be used in any call center, such as a high volume call center used in the financial (banking), insurance, rental (hotel or car), ticket sales, and the like. The method comprises receiving voice data of a phone call; transmitting a response communication based on the voice data, wherein the response communication includes at least one audible or signifier; identifying, by at least one processor, the at least one audible or signifier in the response communication; and automatically determining the outcome of the phone call based on the audible or signifier in the response communication. A data processing system and a non-transitory computer-readable medium for storing instructions consistent with the described method are also disclosed.