Automated Behavioral Assessment of Online Forum Language
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Solution Overview
Problem
Conventional call centers face challenges in objectively monitoring and analyzing customer interactions, particularly with the rise of electronic communication data from sources like social media, as existing methods are inconsistent and subjective, failing to account for the quality of products or services effectively.
Innovation Solution
A system and method that analyze electronic customer communication data using a linguistic-based psychological behavioral model, such as the Process Communication Model (PCM), to generate behavioral assessment data and provide responsive communications, incorporating various types of data including social media, email, and voice communications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional call centers use manual monitoring and subjective evaluation methods, then implementation is simple and low-cost, but measurement precision and reliability of customer interaction quality assessment deteriorate
Solution Approach 1:
The patent replaces manual mechanical monitoring with automated electronic data processing. The system uses computer-based analysis to process electronic customer communication data, substituting human monitors with automated algorithms that apply psychological behavioral models to objectively assess customer interactions and generate behavioral assessment data.
Solution Approach 2:
The patent introduces an intermediary automated analysis system between the customer communication data and the assessment results. This intermediary process uses predetermined linguistic-based psychological behavioral models to translate raw electronic communication data into meaningful behavioral assessment data, providing an objective bridge between data collection and quality evaluation.
2Loss of time
If call centers accumulate data for later review, then real-time monitoring resources are reduced, but loss of time in providing corrective response increases
Solution Approach 1:
The patent enables continuous automated analysis of electronic customer communication data as it is generated. Rather than accumulating data for batch processing, the system continuously processes data in real-time, maintaining uninterrupted analysis that immediately identifies issues and enables timely corrective responses while sustaining full monitoring capacity.
Solution Approach 2:
The automated system performs self-service by automatically analyzing electronic communication data without requiring human intervention at each step. The system autonomously applies behavioral models, generates assessments, and identifies training needs, freeing monitoring resources while maintaining rapid response capability.
3Ease of manufacture
If third-party call centers are used to handle inquiries, then cost effectiveness improves, but reliability and consistency of monitoring and evaluation deteriorate
Solution Approach 1:
The patent changes the fundamental parameters of monitoring from subjective human evaluation to objective automated analysis. By transforming the assessment methodology from qualitative judgment to quantitative behavioral data analysis, the system ensures consistent application of evaluation criteria across all call centers regardless of location or ownership, maintaining reliability while preserving cost benefits.
Solution Approach 2:
The patent creates a universal automated monitoring system that can be applied consistently across multiple call centers and different communication channels. The standardized behavioral assessment model serves multiple functions: evaluating customer satisfaction, identifying training needs, and measuring service quality across diverse operations, ensuring uniform reliability throughout the organization.
4Loss of information
If post-interaction surveys are used to collect customer feedback, then data collection is simple, but loss of information occurs due to customer unwillingness to provide data
Solution Approach 1:
The system uses existing electronic communication data that customers generate naturally during their interactions with the service. Rather than requiring customers to actively participate in surveys, the automated system analyzes communication data that is already present, eliminating response bias while maintaining simple implementation through existing data streams.
Solution Approach 2:
The automated analysis system acts as an intermediary that extracts valuable feedback information from existing electronic communication data without requiring direct customer participation. This intermediary process transforms routine communication data into actionable insights, capturing customer sentiment and satisfaction information that would otherwise be lost.
Data Source
AI summary
Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving electronic customer communication data from one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic communication data includes comments posted on an online forum; determining that the comments include bot comments; identifying a customer associated with the received electronic customer communication data; generating behavioral assessment data for the received electronic customer communication data for the identified customer; and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.