Methods and apparatus for real-time interaction analysis in call centers

A computerized method for indicating in real time that an interaction in which a representative of an organization participates is associated with a problem or issue, comprising:

• capturing the interaction in a storage device by a computing platform comprising a processing apparatus, the interaction comprises at least a speech;
• receiving a segment of the captured interaction;
• extracting a feature from the segment wherein the feature is a word spoken in the segment of the interaction obtained by a speech to text mechanism comprising hardware;
• extracting a global feature associated with the whole interaction in progress;
• extracting features from segments of the interaction that are earlier to the segment;
• aggregating the feature and the global feature and features similar to the feature that are related to the segments;
• classifying the segment of the interaction in association with the problem or issue by applying a model to the feature and the global feature and the features similar to the feature that are related to the segments,
• wherein extracting the feature from the segment comprises:
• generating a phoneme graph from the segment of the interaction;
• flushing a part of the graph by removing graph edges that have no continuity or do not lead to a final state of a HMM, wherein the edges represent candidate phonemes between two time points;
• coarsely examining the flushed graph and determining a point in the flushed graph of high probability, wherein the point comprises a most probable sub-path of a path;
• determining a limited time segment window based on the most probable sub-path that covers the sub-paths above or below the most probable sub-path;
• and
• performing a thorough search only over the limited time segment window, wherein the thorough search comprises all edges which appear in the limited time window,
• determining one or more words based on the thorough search,
• wherein the recited operations are carried out in real time by a computing platform executing one or more computer applications.