This patent application is assigned to
The following quote was obtained by the news editors from the background information supplied by the inventors: "A major objective of business organizations that sell products or services is to increase their sales without increasing sales expenses. Increasing sales with limited increase of sales expenses is referred to herein as sales optimization.
"Many of these organizations employ sales departments that include organization representatives. Those organization representatives conduct their sales efforts through vocal interactions with customers, users or other persons. Sales optimization may be achieved by increasing the ratio between the number of successful sales and the overall number of sale attempts. This ratio is referred to herein as successful sales ratio.
"A key success factor for increasing the successful sales ratio is the estimation of the probability for a successful sale. Based on this estimation, organization representatives can decide whether to introduce a sale attempt.
"Many systems provide sale success probability estimations based on customer relationship management (CRM) data or other data. Based on these estimations organization representatives can decide whether to introduce a sale attempt or not."
In addition to the background information obtained for this patent application, VerticalNews journalists also obtained the inventors' summary information for this patent application: "The probability for a successful sale may vary throughout the interaction; the variation is a function of the discourse dynamics between the parties during the interaction, thus different time intervals, across the interaction, hold different probabilities for a successful sale. Currently, the estimations of the probability for a successful sale throughout the interaction are heavily dependent on human training and experience.
"There is a need in the art for a system and method for automatic real time estimation of the probability for a successful sale across the interaction in order to support organization representatives with sale introduction decision making.
"An aspect of an embodiment of the disclosed subject matter, relates to a system and method for real time automatic prediction of the probability for a successful sale, based on the discourse dynamics between a customer and an organization representative across a vocal interaction. Vocal interactions may include telephone or voice over IP (VoIP) sessions, or the audio portion of a video or face-to-face interaction. An organization representative may be a trained sales representatives or other organization representative such as customer support representative.
"A general purpose computer serves as a computer server executing an application for real time analysis of the interaction between the customer and the organization. The server receives the interaction portion by portion, whereas, each portion is received every predefined time interval. Each portion includes two audio streams, an audio stream of the customer side of the interaction and an audio stream of the organization representative side of the interaction. The general purpose computer extracts features from each audio stream and stores them in general purpose storage. The extracted features may include for example; speech rate, speech intonation, distribution of words, distribution or word n-grams of the customer and of the organization representative. Upon every newly received interaction portion, the server determines a distance vector between the stored features of the customer and of the stored features of the organization representative. The distance vector reflects the prosodic, syntactic and semantic closeness between the speech of the customer and the speech of the organization representative. This closeness level is an indication regarding the probability for a successful sale attempt.
"The application uses the distance vector and applies the distance vector to a statistical model to determine a probability that a sale initiative of the organization representative, at the current point of the interaction, will be successful.
"Next, the server determines a sale success projection score based on previous sale success prediction scores that were accumulated during the interaction. This prediction score predicts the probability for a successful sale during the next portion of the interaction. Next, the application makes a decision whether to output a sale recommendation signal or not. The decision may be based on the prediction score and/or speech recognition history and/or CRM data. The recommendation signal is helping organization representatives to decide if and when to introduce a sale offer to the customer.
"By using this decision support system, organizations are focusing their sales effort thus achieving higher sale success rates without increasing sales expenses.
BRIEF DESCRIPTION OF THE DRAWINGS
"The present disclosure will be understood and appreciated more fully from the following detailed description taken in conjunction with the drawings in which corresponding or like numerals or characters indicate corresponding or like components. Unless indicated otherwise, the drawings provide exemplary embodiments or aspects of the disclosure and do not limit the scope of the disclosure. In the drawings:
"FIG. 1 is an exemplary block diagram of the main components in a typical environment in which the disclosed method is used;
"FIG. 2 is an exemplary flowchart of sale success prediction and decision according to embodiments of the disclosed subject matter;
"FIG. 3 is an exemplary flowchart of adjustment model generation according to embodiments of the disclosed subject matter;
"FIG. 4 is an exemplary flowchart of speech recognition according to embodiments of the disclosed subject matter;
"FIG. 5A is an exemplary illustration of a speech recognition data structure according to embodiments of the disclosed subject matter;
"FIG. 5B is an exemplary illustration of a prosodic features data structure according to embodiments of the disclosed subject matter;
"FIG. 6 is an exemplary illustration of a distance vector data structure according to embodiments of the disclosed subject matter;
"FIG. 7 is an exemplary graphical illustration of a sale success projection score over time according to embodiments of the disclosed subject matter;
"FIG. 8 is an exemplary illustration related to a labeling vector associated with an interaction according to embodiments of the disclosed subject matter; and
"FIG. 9 is an exemplary visualization of an interaction record and a sale recommendation signal according to embodiments of the disclosed subject matter."
URL and more information on this patent application, see: WASSERBLAT, Moshe; EYLON, Dan; DAYA, Ezra; ASHKENAZI, Tzach; PEREG, Oren; POLLAK, Ohad; AVLAGON, Moshe. Method and Apparatus for Real Time Sales Optimization Based on Audio Interactions Analysis. Filed
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