Systems and methods for providing searchable customer call indexes

Abstract

A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one or more keywords from the audio recordings or transcripts and index the call information into one or more indexes based on the identified keywords. Finally, the system may determine search results responsive to a search query based on the indexing. In some embodiments, changes to customer service may be identified based on the search results.

What is claimed is: 
     
         1 . A method for searchable communication index analysis, comprising:
 receiving communication information associated with a plurality of communications between a user and a receiving system;   identifying, from the communication information, a communication using a communication element at or greater than a threshold amount;   storing the communication in a searchable index associated with the threshold amount;   generating search results from a search of the searchable index according to a search query; and   changing a user interface based on the search.   
     
     
         2 . The method of  claim 1 , further comprising identifying agents, associated with the receiving system, who are insufficiently trained in resolving communication issues, according to user interaction criteria. 
     
     
         3 . The method of  claim 1 , further comprising analyzing the search results to identify a communication in which an agent acted in an inappropriate manner toward the user according to user interaction criteria. 
     
     
         4 . The method of  claim 1 , wherein: the communication information includes voiceprints; and
 the method further comprises identifying a stress feature in at least one of the voiceprints.   
     
     
         5 . The method of  claim 4 , wherein identifying the stress feature comprises determining, in a first portion of the communication, a change in at least one of volume, speed, or pitch of a voice of a caller as compared to a second portion of the communication. 
     
     
         6 . The method of  claim 1 , further comprising;
 based on the search results, changing a website.   
     
     
         7 . The method of  claim 6 , further comprising training an agent, associated with the receiving system, in accordance with user interaction criteria. 
     
     
         8 . One or more non-transitory, computer-readable media including instructions that, when executed by at least one processor, cause the at least one processor to perform operations for analyzing searchable call storage, the operations comprising:
 receiving communication information associated with a plurality of communications between a user and a receiving system;   identifying, from the communication information, a communication using a communication element at or greater than a threshold amount;   storing the communication in a searchable index associated with the threshold amount;   analyzing search results from a search of the searchable index according to a search query to determine patterns in the search results; and   changing a user interface based on the patterns in the search results.   
     
     
         9 . The one or more non-transitory, computer-readable media of  claim 8 , the operations further comprising identifying agents, associated with the receiving system, who are insufficiently trained in resolving communication issues, according to user interaction criteria. 
     
     
         10 . The one or more non-transitory, computer-readable media of  claim 8 , the operations further comprising analyzing the search results to identify a communication in which an agent acted in an inappropriate manner toward the user, according to user interaction criteria. 
     
     
         11 . The one or more non-transitory, computer-readable media of  claim 8 , wherein the communication information comprises voiceprints the operations further comprise identifying a stress feature in at least one of the voiceprints. 
     
     
         12 . The one or more non-transitory, computer-readable media of  claim 11 , wherein identifying the stress feature comprises determining, in a first portion of the communication, a change in at least one of volume, speed, or pitch of a voice of the user as compared to a second portion of the communication. 
     
     
         13 . The one or more non-transitory, computer-readable media of  claim 8 , wherein the operations further comprise designing company changes based on the patterns and the company changes comprise training an agent, associated with the receiving system, in accordance with user interaction criteria. 
     
     
         14 . A system for searchable communication index analysis, the system comprising:
 one or more processors; and   one or more non-transitory, computer-readable media storing instructions that, when executed by the one or more processors, cause operations comprising:   receiving communication information associated with a plurality of communications between a user and a receiving system;   identifying, from the communication information, a communication using a communication element at or greater than a threshold amount;   storing the communication in a searchable index associated with the threshold amount;   analyzing search results from a search of the searchable index according to a search query to determine patterns in the search results; and   changing a user interface based on the patterns in the search results.   
     
     
         15 . The system of  claim 14 , wherein the operations further comprise identifying agents, associated with the receiving system, who are insufficiently trained in resolving communication issues, according to user interaction criteria. 
     
     
         16 . The system of  claim 14 , wherein the operations further comprise analyzing the search results to identify a communication in which an agent acted in an inappropriate manner toward the user, according to user interaction criteria. 
     
     
         17 . The system of  claim 14 , wherein the communication information comprises voiceprints the operations further comprise identifying a stress feature in at least one of the voiceprints. 
     
     
         18 . The system of  claim 17 , wherein the operations further comprise identifying the stress feature comprises determining, in a first portion of the communication, a change in at least one of volume, speed, or pitch of a voice of the user as compared to a second portion of the communication. 
     
     
         19 . The system of  claim 14 , wherein the operations further comprise designing company changes based on the patterns and the company changes comprise training an agent, associated with the receiving system, in accordance with user interaction criteria. 
     
     
         20 . The system of  claim 14 , wherein the instructions for identifying the communication using the communication element at our greater than the threshold amount cause operations comprising:
 determining an audio recording associated with the communication;   determining one or more stress ratings based on the audio recording;   comparing the one or more stress ratings with the threshold amount, the threshold amount comprising a baseline stress rating; and   based on determining that the one or more stress ratings are greater than the baseline stress rating, identifying the communication.