Method and system for automatically transcribing a call and updating a record based on transcribed voice data

An intelligent transcription and automated record generation system, comprising:

• one or more hardware processors;
• memory comprising processor-executable instructions encoded on a non-transient processor-readable media, wherein the one or more hardware processors are configurable to execute the processor-executable instructions to:
• automatically identify a record associated with the customer, in a customer relationship management (CRM) database of a customer relationship management (CRM) system in response to a call from a customer, that is relevant to a call with the customer by analyzing CRM information maintained at the CRM system, wherein the record is also associated with a particular organization, wherein the record has a particular record type of a plurality of different record types, wherein each record type corresponds to a particular object type in the CRM database;
• process audio information from the call and transcribe voice data from the call to generate transcribed voice data;
• parse content of the transcribed voice data;
• select, based on the particular record type of the record and information that identifies the record from the record identification module, appropriate filtering and summarization criteria that are used to identify key portions of the transcribed voice data to be summarized as part of the record having that particular record type, wherein the appropriate filtering and summarization criteria that are selected are for the particular record type associated with the record, wherein filtering and summarization criteria for each record type are different and specify information that is important for updating that particular record type;
• identify the key portions of the transcribed voice data, based on the appropriate filtering and summarization criteria for that particular record type, as filtered voice data, wherein the key portions of the transcribed voice data are portions of the transcribed voice data that are to be summarized in the record for that particular record type;
• provide the filtered voice data to the record updater module;
• and
• automatically modify the record associated with the customer in the CRM database to include at least part of the filtered voice data.

A computing system, comprising:

• a user interface;
• one or more hardware processors;
• and
• a memory comprising computer-executable instructions encoded on non-transient processor-readable media that, when executed by the one or more hardware processors, configure the one or more hardware processors to cause the computing system to:
• automatically identify a record associated with the customer, in a customer relationship management (CRM) database of a customer relationship management (CRM) system in response to a call from a customer, that is relevant to a call with the customer by analyzing CRM information maintained at the CRM system, wherein the record is also associated with a particular organization, wherein the record has a particular record type of a plurality of different record types, wherein each record type corresponds to a particular object type in the CRM database;
• process audio information from the call and transcribe voice data from the call to generate transcribed voice data;
• parse content of the transcribed voice data;
• select, based on the particular record type of the record and information that identifies the record from the record identification module, appropriate filtering and summarization criteria that are used to identify key portions of the transcribed voice data to be summarized as part of the record having that particular record type, wherein the appropriate filtering and summarization criteria that are selected are for the particular record type associated with the record, wherein filtering and summarization criteria for each record type are different and specify information that is important for updating that particular record type;
• identify the key portions of the transcribed voice data, based on the appropriate filtering and summarization criteria for that particular record type, as filtered voice data, wherein the key portions of the transcribed voice data are portions of the transcribed voice data that are to be summarized in the record for that particular record type;
• provide the filtered voice data to the record updater module;
• display a user interface element via the user interface that includes the filtered voice data;
• present an option to edit the filtered voice data via the user interface prior to automatically modifying the record to include at least part of the filtered voice data and automatically adding a modified record that is relevant to the call to the CRM database;
• and
• in response to an input via the user interface approving addition of the modified record to the CRM database:
• automatically modify the record associated with the customer in the CRM database to include at least part of the filtered voice data and automatically add the modified record to the CRM database.