Method and system for automatic call tracking and analysis

Abstract

Methods and systems for automatic phone call tracking and analysis of the content and outcomes of a call are provided. These systems may provide businesses with the ability to track and view analytics of the number and various outcomes of calls, thereby providing up-to-date real-time analysis of the automatically-generated results of client interactions with staff answering the phones. Methods and systems in accordance with the present invention quantitatively and objectively analyze staff performance and marketing return on investment (ROI), and track patient demand across various procedures. This may automatically provide information on the number of calls with various outcomes, e.g., the customer booked an appointment, the customer hung up while on hold, the customer was connected with voicemail, the customer left a message on voicemail, the customer is an existing client, etc. Other automatically-detected aspects of phone call contents are provided.

1 . A method in a data processing system for automatically determining an outcome of a phone call, comprising;
 receiving voice data of a phone call;   analyzing the received voice data;   automatically determining the outcome of the phone call based on the analysis of the received voice data.   
     
     
         2 . The method of  claim 1 , further comprising:
 automatically transcribing the received voice data of the phone call into text data;   and wherein the analyzing the received voice data further comprises:   analyzing the transcribed text data.   
     
     
         3 . The method of  claim 1 , further comprising:
 receiving the phone call from a caller;   recording the phone call; and   creating voice data from the recording of the phone call.   
     
     
         4 . The method of  claim 1 , wherein the outcome comprises one of: (1) the caller left a message, (2) the caller hung up while on hold, (3) the caller is an existing client, (4) the caller booked an appointment, (5) the caller was connected to an answering service, (6) the caller asked for information, (7) the caller asked to reschedule an appointment, (8) the caller asked about a consultation fee. 
     
     
         5 . The method of  claim 1 , wherein the outcome comprises one of: (1) the caller booked an appointment, and (2) the caller did not book an appointment. 
     
     
         6 . The method of  claim 1 , wherein the outcome comprises one of: (1) the caller purchased a product, and (2) the caller did not purchase a product. 
     
     
         7 . The method of  claim 1 , further comprising:
 automatically determining a condition discussed during the phone call.   
     
     
         8 . The method of  claim 7 , wherein determining the condition further comprises:
 automatically assigning one or more categorizations to the voice data indicating one or more conditions.   
     
     
         9 . The method of  claim 8 , wherein the condition is a medical condition. 
     
     
         10 . The method of  claim 3 , wherein the phone call is received by a medical office and the caller is one of: (1) a patient of the medical office, and (2) a potential patient of the medical office. 
     
     
         11 - 17 . (canceled) 
     
     
         18 . A data processing system for automatically determining an outcome of a phone call, comprising;
 a memory configured to store instructions to cause a processor to:
 receive voice data of a phone call; 
 analyze the received voice data; 
 determine the outcome of the phone call based on the analysis of the received voice data; and 
 the processor configured to execute the instructions. 
   
     
     
         19 . The data processing system of  claim 18 , wherein the instructions further comprise:
 automatically transcribing the received voice data of the phone call into text data;   and wherein the analyzing the received voice data further comprises:
 analyzing the transcribed text data. 
   
     
     
         20 . The data processing system of  claim 18 , wherein the instructions further comprise:
 receiving the phone call from a caller;   recording the phone call; and   creating voice data from the recording of the phone call.   
     
     
         21 . The data processing system of  claim 18 , wherein the outcome comprises one of: (1) the caller left a message, (2) the caller hung up while on hold, (3) the caller is an existing client, (4) the caller booked an appointment, (5) the caller was connected to an answering service, (6) the caller asked for information, (7) the caller asked to reschedule an appointment, and (8) the caller asked about a consultation fee. 
     
     
         22 . The data processing system of  claim 18 , wherein the outcome comprises one of: (1) the caller booked an appointment, and (2) the caller did not book an appointment. 
     
     
         23 . The data processing system of  claim 18 , wherein the outcome comprises one of: (1) the caller purchased a product, and (2) the caller did not purchase a product. 
     
     
         24 . The data processing system of  claim 18 , wherein the instructions further comprise:
 automatically determining a condition discussed during the phone call.   
     
     
         25 . The data processing system of  claim 24 , wherein determining the condition further comprises:
 automatically assigning one or more categorizations to the voice data indicating one or more conditions.   
     
     
         26 . The data processing system of  claim 25 , wherein the condition is a medical condition. 
     
     
         27 - 34 . (canceled) 
     
     
         35 . A method in a data processing system for automatically determining an outcome of a phone call, comprising;
 receiving the phone call from a caller;   recording the phone call;   creating voice data from the recording of the phone call;   automatically transcribing the received voice data of the phone call into text data;   analyzing the transcribed text data;   automatically determining the outcome of the phone call based on the analysis of the transcribed text data; and   wherein the outcome comprises one of: (1) the caller left a message, (2) the caller hung up while on hold, (3) the caller is an existing client, (4) the caller booked an appointment, (5) the caller was connected to an answering service, (5) the caller did not book an appointment, (6) the caller purchased a product, and (7) the caller asked for information, (8) the caller asked to reschedule an appointment, and (9) the caller asked about a consultation fee.