WO2003100677A2

WO2003100677A2 - Interviewing guidance and support tool for interviewing facilities

Info

Publication number: WO2003100677A2
Application number: PCT/IL2003/000439
Authority: WO
Inventors: Boaz Aviad; Amir Glogau
Original assignee: Verax
Priority date: 2002-05-28
Filing date: 2003-05-26
Publication date: 2003-12-04
Also published as: AU2003231347A1; AU2003231347A8; WO2003100677A3

Abstract

A system for managing an interviewing session with an interviewee. The interview session manager guides the interviewer through the interview to analyze the disposition of the interviewee. The interviewing session interacts with a knowledge man-ager, and optionally with an expert deployment manager, and with a supervisory center. Optionally, biometric sensors are employed to assist the interview session in verifying the credibility of the interviewee. Optionally, a selection process matches an interviewer with an interviewee. The interviewer confronts the interviewee either in person or through a communications channel.

Description

INTERVIEWING GUIDANCE AND SUPPORT TOOL FOR INTERVIEWING

FACILITIES

TECHNICAL FIELD OF THE INVENTION

The present invention relates generally to interviewing techniques. In a more specific application the present invention relates to security, employment or screening interviewing facility.

BACKGROUND OF THE INVENTION

In interviewing procedures currently employed by enterprises, establishments and authorities, the interviewer in his or her station accepts interviewees, striving to understand the true disposition of such interviewees. The personality and characteristics - profile as well as tendency to act in a specific manner are referred to hereinafter in this document as the disposition of the interviewee. Analyzing the predisposition of an interviewee is always crucial, but is a matter of utmost importance in such cases as matters of life and death are concerned. A most prominent example is that of an airport passenger inspection facility, in which would - be passengers are interviewed on their way to the flight. BRIEF DESCRIPTION OF THE DRAWINGS

Fig. 1 is a schematic description of the configuration of the interviewing support system of the present invention; Fϊg. 2 is a schematic description of the input sources and output product of the matching procedure according to an embodiment of the invention;

Fig. 3 is a schematic description of the support system of the invention interview accordance with a preferred embodiment of the invention; Fig. 4 is a schematic description of the biometric sensor manager interaction within the interviewing support system;

Fig. 5 is a schematic description of the system blocks with which the interview session interacts.

DETAILED DESCRIPTION OF THE PRESENT INVENTION

The system of the present invention provides a tool for the interviewer to analyze the disposition of an interviewee (interview subject - 1ST). An interviewing session in accordance with the present invention is triggered by any one or more of the following events: registration of a 1ST, registration of an interviewer or registration of a third party such as a supervisor of the interviewing shift. The triggering initializes an opening module that evokes preliminary tools for handling at least the currently used opening module. An exemplary preliminary tool of the opening module is an interviewee information collection tool. An information collection tool facilitates running the interviewing session, or at least the initial part of it. The opening module can, for example prompt the 1ST to fill in an electronic questionnaire in a terminal. In addition automatic A preferred embodiment of the present invention facilitates the selection of an interviewer, for optimized compatibility with an interviewee (interview subject - 1ST) based on compatibility criteria for confronting a specific interviewee. Subsequently, in the course of interviewing, the interviewer carries out the task of analyzing the disposition of the interviewee (1ST) being supported and guided by an interviewing support system (ISS). The ISS interfaces the interviewer through a ISS interface, facilitating the support to an ongoing interview session (IS). The process of the invention contains three blocks as described in Fig. 1 to which reference is now made. In block 20 the interviewer is selected according to a match between parameters of 1ST and of available interviewers. In block 22 the interview session is performed

confronting the 1ST with a selected interviewer. In block 24, during and subsequent to the termination of the IS, a report of the interview is compiled, to eventually be sent to further evaluation of the 1ST. Spatially, the interviewer and the 1ST may see each other, but they may be separated such that the 1ST may be seated at an interviewing room and he interviewer be seated at his or her office/home. Conversely, the 1ST may be sitting in his or her home, while the interviewer may be sitting in an interviewers' room.

Interviewer selection process

A set of parameters describing relevant features of each interviewer are stored in an interviewer database. Representative parameters of such sets are gender, language, specific geographical acquaintanceship. In an exemplary scenario, a 1ST registers to an outstanding queue, initializing thus an opening module. The opening module evokes an information collecting tool which prompts the 1ST, such as by a written announcement on a terminal's screen to fill in computerized form containing questions. The IST's parameters are extracted and further stored in an appropriate database. In a preferred embodiment of the invention, a weighed matching procedure is then invoked, resulting in an optimized match between the registered 1ST and the available interviewers. The selection process is more clearly described with reference to Fig. 2. Interviewers parameters' database 30 and 1ST database 32 provide the input data for a matching procedure 34. A weighted match list of the available interviewers and any of the registered ISTs is compiled and sent for further assessment. In another implementation of the matching procedure, the interviewer is automatically picked. In certain cases however, interviewer selection process will not be carried out at all, for example if only one interviewer is available.

Interview session (IS)

Once an interviewer has been selected to confront the registered instant 1ST, the interview session may commence. Essentially, the interviewer confronts the 1ST while the support tool interactively guides the interviewer through a work flow, with the aim of achieving superior analysis of the 1ST. In an embodiment of the invention, the interview session is managed by an Interview session manager (ISM), which keeps track of the session and guides the interviewer in the course of the interview. The IS interacts with a knowledge manager (ISKM) which also manages the connection to at least one knowledge database access module and to an expert deployment manager (EDM). The configuration as described is better understood with reference to Fig. 3. The IS 40 interacts with the interview session manager (ISM) 42 and with the ISKM 44.

The ISKM sends search requests (queries) to knowledge database access 46, which interacts with the interview session 48. ISKM 44 may send a request to

the expert deployment manager 50. The expert deployment manager interacts also with advisory center 52. Expert deployment manager 50 selects experts

such as expert 54 or expert 56 to interact with the IS 48. ISM 42 interacts with the supervisory center 52. Functionally, the IS 40 interacts with the ISKM 44, which is optionally used also as an information interface through which external information is obtained. The interviewing session manager 42 builds a session log and draws decision paths

based on the activity of the IS 40. The supervisory center 52 can keep track of any of the ISs taking place at a time. The supervisory center may also be involved in the assignment of experts to any specific IS taking place at a time. The interview session manager 42 also prepares a report of the IS.

The benefit of applying the process of the invention can be viewed as an increase in the confidence level of the analysis of the predisposition of the 1ST and potentially with some implications as to analyzing the risk associated with the 1ST. Such is accomplished by verifying the credibility of the given answers, and subsequently assessing the reasons for falsification of detected false answers. To enhance the capability of the IS in attaining this goal, optionally biometric sensors are employed by the IS. In a preferred embodiment of the invention, the biometric sensors are concealed and employed without the awareness of the 1ST. There are several types of biometric sensors that can be applied in a IS, skin conductance meters are used in monitoring sweating, which is usually considered as indicative of false answers given. Skin temperature monitoring by IR cameras is easily applied remotely. Voice analysis and breath analysis can be applied to detect features of the 1ST. Regular camera can be used to send video stream to an expert who can analyze various expressions, and if combined with audio stream, to analyze various audio- visual expressions of the 1ST. The IS interacts with the biometric sensors as described in Fig. 4 to which reference is now made. IS 40 is coupled with biometric sensor manager (BSM) 60, facilitating a direct activation by IS and a direct report back. In addition, the interviewing session manager (ISM) 42 may send a direct request to the biometric sensor manager to initiate a credibility verification procedure.

In accordance with a preferred embodiment of the invention, the IS interacts with modules as described in Fig. 5 to which reference is now made. The IS 62 confronts the 1ST 64. The IS interacts with the ISM 66, with ISKM 68

and with BSM 70.

Interviewing facility configuration and the associated ISS

An interviewer confronts the 1ST in a IS. Such a confrontation may be physical, i.e. that the interviewer actually speaks and interacts with the 1ST directly, or it can be mediated. In a mediated configuration the 1ST and the interviewer are not physically interacted and the connection is typically maintained by audio - visual communications signals conveyed through a line or a network. As an interface with the ISS a PC is employed with network connections. The ISM keeps track of the session, and instructs the interviewer through a user interface, such as a GUI. Moreover, the ISM constantly evaluates the conduct of the interview, and may guide the interviewer into a change in course in order to achieve better analysis of the IST's disposition. The interviewing facility of the invention is typically a booth in which the 1ST sits comfortably, unaware of the biometric sensors aiming at him or her. The same booth can be used for carrying out the selection procedure. The interviewer confronts the ITS and talks to him or her. One to several microphones and possibly one to several video cameras are connected through a data acquisition interface to the PC or to another computer. The biometric sensors are connected through data acquisition interfaces to a computer that supports the system. The graphic interface instructs the interviewer as to which steps to follow in the ongoing discourse. If the interviewing is performed in parallel by several interviewers confronting respective ITSs, all interviewing enclosures such as booths can be connected by to a LAN into which the advisory center can be connected as well. Experts used in the course of the IS, need not be located in the vicinity of the booth. They can be connected through Internet connection, preferably broad - band to the LAN. Moreover, a remote interview is a possibility of practical significance. For example, if a ITS registers, speaking a rare dialect, and a compatible interviewer is available in a remote location, it is possible to conduct the IS using a video conversation, implemented through a communications facility such as a public network, for example as an Internet application. If more than two participant in such an IS are to participate, a videoconferencing session can be held, in which case the necessary equipment and compatible communication lines are to be applied in advance. The advantages associated with the implementation of a remote interview are numerous. The availability of Interviewers is a limiting source of a functional interviewing system. For example, in a busy airport, the number of possible unpredictable requirements with respect to the capabilities of interviewers are considerable. Different

languages, dialects, geographic origins, cultural and educational backgrounds of registering 1ST are to be met with compatible interviewing aptitudes. The task

of fitting a compatible interviewer to each 1ST is made much more efficient if in

one implementation, a central pool of expert interviewers is managed through

means of communication means bridging the distance from the central pool to the interviewing facility. In another implementation, an interviewer need not be confined to a specific place, if he or she interfaces the interviewing facility

through a remote communication means. The management of such an interviewing establishment can make a statistical assessment of the required attributes, and recruit personnel in accordance with such quantitative

predictions. In addition the different interviewers can be either assigned to a

certain facility, such as for a common ISTs, and for more rare types, remote interviewing access is a better option.

Databases

Knowledge database access is the interface between the ISS and databases which are required for the interviewing. Two types of databases serve the ISS. Proprietary databases are such that are employed solely by the ISS while external databases are such that belong to different parties, with permission to access by the ISS. External databases are such databases as belonging and functioning as a rule under other establishments, such as police databases, bank databases, immigration department databases and technology oriented databases. Some external databases may be available to the public and require no special permission to access.

Claims

1. A method for analyzing the predisposition of an interviewee (1ST) in the course of an interviewing session wherein an interviewer confronts an 1ST, comprising the steps of:

• conducting an interviewing session wherein an interviewing session manager interacts with said interviewer; • managing said session by said interviewing session manager, and

• compiling a report of said interviewing session.

2. A method for analyzing the predisposition of an interviewee (1ST) in the course of an interviewing session as in claim 1 and wherein said interviewer is selected by matching parameters of available interviewers with those of registering ISTs.

3. A method for analyzing the predisposition of an interviewee (1ST) in the course of an interviewing session as in claim 1 and wherein

said interviewer confronts said 1ST through a communication network.

4. A method for analyzing the predisposition of an interviewee (1ST) in the course of an interviewing session as in claim 1 and wherein biometric sensors are employed to verify the credibility of given answers.

5. A method for analyzing the predisposition of an interviewee (1ST) in the course of an interviewing session as in claim 1 and wherein said interviewing session interacts with a knowledge manager.

6. A method for analyzing the predisposition of an interviewee (1ST)

in the course of an interviewing session as in claim 1 and wherein an interviewer is selected to match said IST's parameters.

7. A method for analyzing the predisposition of an interviewee (1ST) in the course of an interviewing session as in claim 6 and wherein

a process for said selection is invoked by an opening module.

8. A system for managing and guiding an interviewing session in

which an interviewer confronts an interviewee (1ST) for the purpose of analyzing the disposition of said 1ST, comprising:

• a interviewing support system interface employed by said interviewer;

• an interviewing session manager; • an interviewing session knowledge manager, and

• knowledge database access module.

9. A system for managing and guiding an interviewing session as in claim 8, and wherein said interviewing support system interface is employed by said interviewer through a communications facility.

10. A system for managing and guiding an interviewing session as in claim 8 and wherein biometric sensors for providing credibility verification of answers of said 1ST are employed.