# US 10,313,520 B2 · Real-time compliance monitoring facility

> Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt

- Number: US 10,313,520 B2
- Document ID: US10313520B2
- Status: Granted
- Kind: B2
- Application number: 15/194,742
- Filed: 2016-06-28
- Published: 2017-01-26
- Granted: 2019-06-04
- Earliest claimed: 2014-01-08
- Assignees: CallMiner, Inc.
- Applicants: CallMiner, Inc.
- Inventors: Michael C. Dwyer; Erik A. Strand; Scott R. Wolf; Frank Salinas; Jeffrey A. Gallino; Scott A. Kendrick; Shaoyu Xue
- Web page: https://patentgrep.com/patent/US10313520B2

## CPC

- H04M 3/5175: {Call or contact centers supervision arrangements}
- G06F 21/6254: {by anonymising data, e.g. decorrelating personal data from the owner's identification}
- G06F 40/279: Recognition of textual entities
- G06F 40/30: Semantic analysis
- G10L 15/02: Feature extraction for speech recognition; Selection of recognition unit
- G10L 15/1815: {Semantic context, e.g. disambiguation of the recognition hypotheses based on word meaning}
- G10L 15/26: Speech to text systems (G10L15/08 takes precedence)
- G10L 15/30: Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
- G10L 25/72: for transmitting results of analysis
- H04M 3/42221: {Conversation recording systems (at the subscriber's set H04M1/656)}
- H04M 3/5191: {interacting with the Internet}
- G10L 2015/088: {Word spotting}
- H04M 2203/301: Management of recordings
- H04M 2203/303: Marking
- H04M 2203/401: Performance feedback
- H04M 2203/551: Call history
- H04M 2203/6009: Personal information, e.g. profiles or personal directories being only provided to authorised persons
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING

## Abstract

Disclosed herein is a system that provides analysis of language or acoustic characteristics of a communication including a receiver and a computer-based communications analytics facility including at least one of: a language analysis module for analyzing the communication for at least one of a language characteristic and a non-word symbol within the communication text that connotes a verbal element, an acoustic analysis module for analyzing the communication for an acoustic characteristic, and a contextual module for analyzing a context of words within the communication. The system also includes a determination module for determining an alert associated with the communication using at least one of the language characteristic, the non-word symbol, the acoustic characteristic, and the context, wherein the alert concerns a presence or an absence of specific language; and an interface for displaying at least one visual, textual, or numerical indication representative of the alert.

## Claims

### Claim 1

A system that provides analysis of language or acoustic characteristics of a communication, comprising:
a receiver for receiving the communication; a computer-based communications analytics facility for evaluating the received communication, comprising a contextual module for analyzing a context of words within the communication by examining the received communication for specific words or numbers that trigger potential contextual relevance to subsequent or prior specific words or numbers of the communication and, in realtime, monitoring the subsequent or prior words or numbers of the communication for such potential contextual relevance after receiving the specific words or numbers that trigger the potential contextual relevance to the subsequent or prior words or numbers;
a determination module for determining an alert associated with the communication using at least one of a language characteristic, a non-word symbol, an acoustic characteristic, and the potential contextual relevance, wherein the alert concerns a presence or an absence of specific language; an interface for displaying at least one visual, textual, or numerical indication representative of the alert;
a server that is triggered by the alert to deliver content to the interface; wherein the content is related to the specific language, and wherein the content is delivered through an informational fly-out relevant to the language during the communication, and the content comprises up-sell suggestions; and an AB testing module that compares the communication to a baseline to highlight a characteristic of the communication that correlates with a successful up-sell after the up-sell suggestion was delivered.

### Claim 2 (depends on 1)

The system of claim 1, wherein the interface enables one or more intervention actions in response to the alert.

### Claim 3 (depends on 2)

The system of claim 2, wherein the one or more intervention actions comprise delivering a communication to a participant in the communication.

### Claim 4 (depends on 2)

The system of claim 2, wherein the one or more intervention actions are user configurable.

### Claim 5 (depends on 1)

The system of claim 1, wherein the acoustic characteristic is at least one of a stress of words, an aggregated stress of a plurality of words, an agitation, a tempo, a change in tempo, an amount of silence, a silence between words, a gain in volume of words, a gain of energy of words, a tone, an overtalk, a time lag between words, a time dependency between key words and phrases, an inter-word timing, an inflexion of words, and a temporal pattern.

### Claim 6 (depends on 1)

The system of claim 1, wherein the language characteristic is at least one of a sentiment, a regulation compliance, a score, a text, an alternative text and a confidence in word match.

### Claim 7 (depends on 1)

The system of claim 1, wherein the at least one visual indication is at least one of a blinking, a vibrating, a shaking, a pulsing, a movement, a color, a color change, a category label, a score, and a sentiment.

### Claim 8 (depends on 1)

The system of claim 1, wherein the analysis for the presence or absence of specific words or numbers comprises identifying whether a required statement has been spoken within a specific time period.

### Claim 9 (depends on 8)

The system of claim 8, wherein the required statement is constructed to satisfy at least one of a legal requirement and a procedural requirement.

### Claim 10 (depends on 1)

The system of claim 1, wherein the analysis for the presence or absence of specific words or numbers comprises identifying a use of profanity or identifying an absence of compliance scripts.

### Claim 11 (depends on 1)

The system of claim 1, wherein the communication is at least in part at least one of a voice communication, a voice mail, a chat, an email, a blog post, a survey, a social media post, an IVR session, and an SMS.

### Claim 12 (depends on 11)

The system of claim 11, wherein the system is adapted to convert the voice communication to text using a computer-based speech recognition module, before analyzing the communication for the language characteristic.

### Claim 13 (depends on 11)

The system of claim 11, wherein the voice communication is selected from the group consisting of telephonic communication, VoIP, TDM and SIP.

### Claim 14 (depends on 11)

The system of claim 11, wherein analyzing the voice communication comprises matching portions of converted text to text strings, wherein the text strings include key words and phrases.

### Claim 15 (depends on 1)

The system of claim 1, wherein the computer-based communications analytics facility further comprises a metadata module for determining metadata of the communication.

### Claim 16 (depends on 15)

The system of claim 15, wherein the metadata is at least one of a speaker, an agent data, an agent grouping, a call handling location, a time and date of call, a department, a skill or queue, a pertinent IVR path data, and a call length.

### Claim 17 (depends on 15)

The system of claim 15, wherein the determination module additionally uses the metadata for determining the alert associated with the communication.

### Claim 18 (depends on 1)

The system of claim 1, wherein one or more of the language characteristic, the acoustic characteristic, and a system metadata are used to determine with which procedure, requirement, or regulation to comply.

### Claim 19 (depends on 18)

The system of claim 18, wherein determining with which procedure, requirement, or regulation to comply includes assigning a category to the communication based on the one or more language characteristic, acoustic characteristic, and system metadata.

### Claim 20 (depends on 1)

The system of claim 1, wherein the non-word symbol is at least one of an emoticon, a capitalization, a punctuation, an ellipsis, and a spacing.

### Claim 21 (depends on 1)

The system of claim 1, wherein the determination module further determines at least one of a category and a score associated with the communication using at least one of the language characteristic, the non-word symbol, the acoustic characteristic, and the context.

### Claim 22 (depends on 21)

The system of claim 21, wherein at least one of the category, the score and the alert enables automatically monitoring at least one of a customer satisfaction, a compliance, an agent performance, and a performance indicator.

### Claim 23 (depends on 1)

The system of claim 1, wherein the receiver receives the communication in near real-time or real-time relative to an origination of the communication.

### Claim 24 (depends on 1)

The system of claim 1, wherein the computer-based communications analytics facility evaluates the communication in near real-time or real-time relative to a receipt of the communication.

### Claim 25 (depends on 1)

The system of claim 1, wherein the determination module uses at least one compliance rule for determining the alert.

### Claim 26 (depends on 25)

The system of claim 25, wherein the at least one compliance rule is user configurable.

### Claim 27 (depends on 1)

The system of claim 1, further comprising, wherein the system tracks alerts associated with various agents and agent teams to understand a compliance level of various agents and agent teams and identify potentially problematic areas.

### Claim 28 (depends on 1)

The system of claim 1, wherein the computer-based communications analytics facility for evaluating the received communication further comprises:
a language analysis module for analyzing the communication for at least one of a language characteristic and a non-word symbol within the communication that connotes a verbal element, and
an acoustic analysis module for analyzing the communication for an acoustic characteristic.

### Claim 29 (depends on 1)

The system of claim 1, wherein the computer-based communications analytics facility for monitoring the subsequent or prior words or numbers of the communication for potential contextual relevance redacts the subsequent or prior words or numbers from a recorded copy of the communication based upon the contextual relevance of the received specific words or numbers that trigger the potential contextual relevance.

### Claim 30 (depends on 1)

The system of claim 1, wherein the content delivered comprises procedures related to the language during the communication.

### Claim 31 (depends on 1)

The system of claim 1, wherein the content delivered comprises procedures related to the absence of language detected during the communication.

### Claim 32 (depends on 1)

The system of claim 1, wherein the content delivered comprises procedures related to the presence of language detected during the communication.