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1. US20040249650 - Method apparatus and system for capturing and analyzing interaction based content

Office United States of America
Application Number 10484107
Application Date 18.07.2002
Publication Number 20040249650
Publication Date 09.12.2004
Grant Number 07953219
Grant Date 31.05.2011
Publication Kind B2
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
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
5
Manual exchanges
G06F 17/60
H04M 3/00
H04M 5/00
Applicants Nice Systems, Ltd.
Inventors Freedman Ilan
Dolev Yair
Falik Talia
Pereg Oren
Waserblat Moshe
Aharoni Gili
Bar Eytan
Shermister Shai
Arussy Lior
Meidav Yifat
Agents Ohlandt, Greeley, Ruggiero & Perle, LLP
Title
(EN) Method apparatus and system for capturing and analyzing interaction based content
Abstract
(EN)

The present invention provides 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).