Systems and methods for analyzing communication sessions
AssigneeVerint Systems Ltd.
InventorsChristopher D. Blair, Joseph Watson
Life of this patent
Estimating the term…
Abstract
Systems and methods for analyzing communication sessions are provided. A representative method includes: recording the communication session; identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.
Claims18
A method for analyzing communication sessions between an agent of a contact center and a customer, said method comprising:
- recording the communication session at recording system executing on a computing device;
- identifying, at an identification system, those portions of the communication session not containing speech of at least one of the agent and the customer;
- identifying a presence of at least one of an announcement and audio from an interactive voice response (IVR) system;
- performing post-recording processing comprises providing access to information corresponding to a database of potential announcements and potential audio from the IVR system such that the post-recording processing can analyze the at least one of the announcement and the audio using the database;
- and
- performing, at a computer-implemented post-processing system, post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.
A method for analyzing communication sessions comprising:
- recording the communication sessions at recording system executing on a computing device;
- identifying, at an identification system, a portion of the communication sessions not attributable to a voice component of at least one party of the communication session;
- and
- excluding the portion of the communication session, not attributable to a voice component of at least one party of the communication session, from post-recording processing, wherein the portion of the communication session comprises audio from an interactive voice response (IVR) system.
A system for analyzing communication sessions comprising:
- a recording system operative to record a communication session;
- and
- a voice analysis system operative to receive information corresponding to the communication session and perform post-recording processing on the information, wherein voice analysis system is configured to exclude a portion of the information corresponding to the communication session, that is not attributable to speech of at least one party of the communication session, from post-recording processing, wherein the portion of the communication session comprises audio from an interactive voice response (IVR) system.
Dependencies are inferred from the claim text.