Transcript Playback of Engaging Questions in Sales Calls
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Solution Overview
Problem
Existing digital communication platforms lack the ability to provide analytics and metrics on engaging questions asked during remote communication sessions, which are crucial for improving sales performance in sales meetings.
Innovation Solution
A system that extracts engaging questions from communication sessions by identifying and analyzing participant utterances, classifying them using linguistic features, and presenting data on these questions for display to users.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If digital communication platforms record and store transcripts of communication sessions, then the quantity of communication data is increased, but the ability to extract actionable analytics and metrics from this data is insufficient
Solution Approach 1:
The system extracts specific engaging questions from communication session transcripts by identifying questions asked by participants associated with a prespecified organization that are answered in the following utterance by a participant not associated with the organization. This extraction process isolates the valuable actionable insights from the larger body of communication data without requiring complex processing of the entire transcript.
Solution Approach 2:
The system provides feedback by presenting extracted engaging questions and related data to users, enabling sales teams to analyze their questioning strategies. This feedback loop allows continuous improvement of sales performance by comparing actual questioning patterns against desired engagement metrics.
2Measurement precision
If the system extracts and analyzes all utterances from communication sessions, then the measurement precision of engagement metrics is improved, but the processing time and complexity increase
Solution Approach 1:
The system extracts only the specific subset of utterances that constitute engaging questions - those asked by participants associated with a prespecified organization and answered by participants not associated with the organization. This targeted extraction avoids processing all utterances while maintaining measurement precision for the relevant engagement metrics.
Solution Approach 2:
The system segments the communication transcript into individual utterances and further segments them by speaker affiliation (prespecified organization vs. other participants). This segmentation enables efficient processing by focusing analysis only on cross-organizational question-answer pairs rather than processing the entire transcript uniformly.
3Adaptability or versatility
If the system provides detailed analytics on engaging questions, then the usefulness of the communication platform for sales improvement is enhanced, but the ease of operation decreases due to complex data presentation
Solution Approach 1:
The system extracts and presents only the most relevant engaging questions and metrics that directly relate to sales improvement, rather than overwhelming users with comprehensive communication data. This focused presentation maintains ease of operation while enhancing usefulness for sales improvement.
Solution Approach 2:
The system acts as an intermediary between the complex communication data and the sales team by processing and transforming raw transcript data into simplified, actionable insights about engaging questions. This intermediary function bridges the gap between detailed analytics and ease of operation by pre-processing complex data into user-friendly formats.
Data Source
AI summary
Methods and systems provide for extracting engaging questions from a communication session. In one embodiment, the system connects to a communication session with a number of participants; receives a transcript of a conversation between the participants produced during the communication session; extracts, from the transcript, utterances including one or more sentences spoken by the participants; identifies a subset of the utterances spoken by a subset of the participants associated with a prespecified organization; extracts engaging questions within the subset of utterances, the engaging questions each including a question asked by the participant associated with the organization that is immediately answered in the following utterance by a participant not associated with the organization; and presents, for display at one or more client devices, data corresponding to the extracted engaging questions.