# US 10,872,068 B2 · Systems and methods for providing searchable customer call indexes > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,872,068 B2 - Document ID: US10872068B2 - Status: Granted - Kind: B2 - Application number: 16/516,449 - Filed: 2019-07-19 - Published: 2019-11-07 - Granted: 2020-12-22 - Earliest claimed: 2012-12-17 - Assignees: Capital One Services, LLC - Applicants: Capital One Services, LLC - Inventors: Nikhil Murgai - Web page: https://patentgrep.com/patent/US10872068B2 ## CPC - G06F 16/2228: {Indexing structures} - G06F 16/258: {Data format conversion from or to a database} - G06F 16/61: Indexing; Data structures therefor; Storage structures - G06F 21/6209: {to a single file or object, e.g. in a secure envelope, encrypted and accessed using a key, or with access control rules appended to the object itself} - G10L 15/08: Speech classification or search - G10L 25/90: Pitch determination of speech signals - H04M 3/2218: {Call detail recording} - H04M 3/5175: {Call or contact centers supervision arrangements} - G10L 15/26: Speech to text systems (G10L15/08 takes precedence) - H04M 3/51: Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing} - H04M 2201/40: using speech recognition - H04M 2203/2038: Call context notifications - 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 - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## 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. ## Claims ### Claim 1 A system for improving company operation using searchable call indexes, comprising: one or more memory devices storing instructions; and one or more processors configured to execute the instructions to perform operations comprising: receiving call information associated with each of a plurality of telephone conversations between a caller and a vendor associated with a vendor website; indexing the call information based on a frequency of one or more keywords, phrases, or stress features identified in content of each telephone conversation to produce a plurality of indexes; generating search results from a search of at least one designated index from among the plurality of indexes according to one or more search queries; analyzing the search results to determine common patterns in the search results; and designing company changes based on the determined common patterns in the search results, the company changes comprising changes to the website. ### Claim 2 (depends on 1) The system of claim 1, wherein the one or more processors are further configured to perform operations comprising analyzing the search results to determine a percentage of agents associated with the vendor who are not familiar with how to resolve particular caller issue. ### Claim 3 (depends on 1) The system of claim 1, wherein the one or more processors are further configured to perform operations comprising analyzing the search results to identify conversations in which an agent associated with the vendor acted inappropriately toward the caller. ### Claim 4 (depends on 1) The system of claim 1, wherein the call information further includes a voiceprint of the telephone conversation, and wherein the one or more processors are configured to index the call information based on at least one stress feature identified in the voiceprint. ### Claim 5 (depends on 4) The system of claim 4, wherein at least one stress feature is identified by determining a change in volume, speed, or voice pitch of the caller's voice compared to an earlier portion of the telephone conversation. ### Claim 6 (depends on 1) The system of claim 1, wherein the company changes further comprise training an agent associate with the vendor how to interact with customers. ### Claim 7 (depends on 1) The system of claim 1, wherein the company changes further comprise training an agent associated with the vendor on a specific product or service. ### Claim 8 A method for improving company operation using searchable call indexes, comprising: receiving call information associated with each of a plurality of telephone conversations between a caller and a vendor associated with a vendor website; indexing the call information based on a frequency of one or more keywords or stress features identified in content of each telephone conversation to produce a plurality of indexes; generating search results from a search of at least one designated index from among the plurality of indexes according to one or more search queries; analyzing the search results to determine common patterns in the search results; and designing company changes based on the determined common patterns in the search results, the company changes comprising changes to the website. ### Claim 9 (depends on 8) The method of claim 8, further comprising analyzing the search results to determine a percentage of agents associated with the vendor who are not familiar with how to resolve a particular caller issue. ### Claim 10 (depends on 8) The method of claim 8, further comprising analyzing the search results to identify conversations in which an agent associated with the vendor acted inappropriately toward the caller. ### Claim 11 (depends on 8) The method of claim 8, wherein the call information further includes a voiceprint of the telephone conversation, and further comprising indexing the call information based on at least one stress feature identified in the voiceprint. ### Claim 12 (depends on 8) The method of claim 8, wherein the company changes further comprise training an agent associated with the vendor how to interact with callers. ### Claim 13 (depends on 8) The method of claim 8, wherein the company changes further comprise training an agent associated with the vendor on a specific product or service. ### Claim 14 A non-transitory, computer-readable medium storing instructions for performing, when executed by a processor, operations comprising: receiving, from a first database, call information associated with each of a plurality of telephone conversations between a caller and a vendor associated with a vendor website; indexing the call information based on a frequency of one or more keywords or stress features identified in content of each telephone conversation to produce a plurality of indexes; generating search results from a search of at least one designated index from among the plurality of indexes according to one or more search queries; analyzing the search results to determine common patterns in the search results; and designing company changes based on the determined common patterns in the search results, the company changes comprising changes to the website. ### Claim 15 (depends on 14) The non-transitory, computer readable medium of claim 14, wherein the operations further comprise analyzing the search results to determine a percentage of agents associated with the vendor who are not familiar with how to resolve particular caller issue. ### Claim 16 (depends on 14) The non-transitory, computer readable medium of claim 14, wherein the operations further comprise analyzing the search results to identify conversations in which an agent associated with the vendor acted inappropriately toward the caller. ### Claim 17 (depends on 14) The non-transitory, computer readable medium of claim 14, wherein the call information further includes a voiceprint of the telephone conversation, and wherein the operations further comprise indexing the call information based on at least one stress feature identified in the voiceprint. ### Claim 18 (depends on 14) The non-transitory, computer readable medium of claim 14, wherein the company changes further comprise training an agent associated with the vendor how to interact with callers. ### Claim 19 (depends on 14) The non-transitory, computer readable medium of claim 14, wherein indexing the call information comprises generating an index having a plurality of call records, the index being stored in a second database, the call records comprising a particular value.