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1. EP1410262 - METHOD, APPARATUS AND SYSTEM FOR CAPTURING AND ANALYZING INTERACTION BASED CONTENT

Office European Patent Office
Application Number 02751593
Application Date 18.07.2002
Publication Number 1410262
Publication Date 21.04.2004
Publication Kind A4
IPC
(Deprecated)
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
F
ELECTRIC DIGITAL DATA PROCESSING
17
Digital computing or data processing equipment or methods, specially adapted for specific functions
60
Administrative, commercial, managerial, supervisory or forecasting purposes
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
F
ELECTRIC DIGITAL DATA PROCESSING
17
Digital computing or data processing equipment or methods, specially adapted for specific functions
30
Information retrieval; Database structures therefor
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
Q
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30
Commerce, e.g. shopping or e-commerce
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
F
ELECTRIC DIGITAL DATA PROCESSING
7
Methods or arrangements for processing data by operating upon the order or content of the data handled
G 06F
G 06F
G06Q 30/00
G 06F
CPC
G06Q 30/02
Applicants NICE SYSTEMS LTD
Inventors FREEDMAN ILAN
MEIDAV YIFAT
FALIK TALIA
PEREG OREN
WASERBLAT MOSHE
AHARONI GILI
DOLEV YAIR
BAR EYTAN
ARUSSY LIOR
SHERMISTER SHAI
Priority Data 0200593 18.07.2002 IL
30614201 19.07.2001 US
35034502 24.01.2002 US
Title
(DE) VERFAHREN, VORRICHTUNG UND SYSTEM ZUR ERFASSUNG UND ANALYSE VON INHALT AUF WECHSELWIRKUNGSBASIS
(EN) METHOD, APPARATUS AND SYSTEM FOR CAPTURING AND ANALYZING INTERACTION BASED CONTENT
(FR) PROCEDE, APPAREIL ET SYSTEME POUR CAPTURER ET ANALYSER UN CONTENU BASE SUR DES INTERACTIONS
Abstract
(EN)
A method and apparatus (100) for capturing and analyzing customer interactions, the apparatus comprising a multi-segment interaction capture device (324), an initial set up and calibration device (326), a pre-processing and context extraction device (328) and a rule-based analysis engine (300).

(FR)
La présente invention concerne un procédé et un appareil (100) pour capturer et analyser des interactions de clients. Cet appareil comprend un dispositif (324) de capture d'interaction multi-segment, un dispositif (326) de réglage et d'étalonnage initial, ainsi qu'un dispositif (328) de pré-traitement et d'extraction de contexte et un moteur d'analyse à base de règles (300).