US 11,948,577 B1Granted

Analysis of digital voice data in a data-communication server system

Assignee8x8, Inc.

InventorsZhishen Liu, Bryan R. Martin

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Abstract

Certain aspects of the disclosure are directed to apparatuses and methods for analyzing digital voice data in a data-communication system. A specific aspect is directed to a data-communication apparatus that includes a data-communication server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services. The processing circuitry receives digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of a remotely-situated client entity from the provided data communication services, identifies keywords and speech characteristic parameters from the digital voice data, provides associations with at least one of the keywords and speech characteristic parameters with outcomes of the transcribed audio conversations, and provides the associations to a client data-communications server as feedback for the outcomes of the transcribed audio conversations with the customers.

Claims9

Dependent claims

An apparatus, comprising:

a data-communication server to interface with a plurality of remotely-situated client entities to provide data communications services including routing of incoming data communications directed to respective ones of the plurality of remotely-situated client entities;
and
processing circuitry coupled to a memory circuit and in communication with the data-communication server, the processing circuitry to:
receive digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of at least one of the plurality of remotely-situated client entities from the provided data communications services;
identify speech characteristic parameters from the digital voice data, the speech characteristic parameters being one or more in a group including frequency, wavelength or velocity, and amplitude;
provide associations with at least one of the speech characteristic parameters with outcomes for advancing a business topic associated with the transcribed audio conversations, wherein the associations indicate which speech characteristics are likely to have a negative or positive outcome relative to one or more of the outcomes;
provide the associations to the data-communications server as feedback for the outcomes of the transcribed audio conversations with the customers, verify the associations relative to the outcomes via a process executed by the data-communications server and involving generation of database queries and revising the associations in response to the associations being verified, and determine, through use of the associations, how to utilize at least one of further data communications and data communications services provided by the data-communications server;
and
for a customer participating in an audio call wherein the customer is ranked as being above a threshold ranking level of importance, identify and store in a memory circuit a speech characteristic parameter outside of a threshold value or a keyword that is associated with a trigger and, in response thereto, adjust a client-entity specific set of control data stored in a database for use by the data-communication server in providing the data communications services, and based on the client-entity specific set of control data, adjust the routing of at least one of the incoming data communications from the data-communication server.

6 more elements

An apparatus, comprising:

a data-communication server to interface with a plurality of remotely-situated client entities to provide data communications services including routing of incoming data communications directed to respective ones of the plurality of remotely-situated client entities;
and
processing circuitry coupled to a memory circuit and in communication with the data-communication server, the processing circuitry to:
receive digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of at least one of the plurality of remotely-situated client entities from the provided data communications services;
identify speech characteristic parameters from the digital voice data, the speech characteristic parameters being one or more in a group including frequency, wavelength or velocity, and amplitude;
provide associations with at least one of the speech characteristic para meters with outcomes for advancing a business topic associated with the transcribed audio conversations, wherein the associations indicate which speech characteristics are likely to have a negative or positive outcome relative to one or more of the outcomes;
provide the associations to the data-communications server as feedback for the outcomes of the transcribed audio conversations with the customers, verify the associations relative to the outcomes via a process executed by the data-communications server through which database queries are generated and revising the associations in response to the associations being verified, and in response receive information on behalf of the at least one of the plurality of remotely-situated client entities to change the associations and determine, through use of the associations, how to utilize at least one of further data communications and to adjust routing of data communications services provided by the data-communications server;
for at least one of the transcribed audio conversations involving a customer participating in said at least one of the transcribed audio conversations wherein the customer is ranked as being above a threshold ranking level of importance, adjust the data communications services from the data-communication server;
and
provide customer interaction feedback using the associations by generating a report indicating negative and positive outcomes and at least one of associated keywords and the speech characteristic parameters.

7 more elements

Dependencies are inferred from the claim text.

Facts

Application: 16/288,270Filed 28 Feb 2019 · us provisional application
Priority: 30 Mar 2018
Granted: 2 Apr 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification26 codes

H04M 3/5233
Call distribution algorithms: operator skill based call distribution
G06F 16/685
Using metadata automatically derived from the content: using automatically derived transcript of audio data, e.g. lyrics
G06F 16/9537
Querying, e.g. by the use of web search engines: spatial or temporal dependent retrieval, e.g. spatiotemporal queries
G06F 40/56
Rule-based translation: natural language generation