US 9,641,680 B1Granted

Cross-linking call metadata

OwnerEric Woldinventor

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Abstract

Methods, systems, and devices for cross-linking events and persons using anonymized voice fingerprint identifiers (IDs) and call metadata are described. The method can include retrieving, form a centralized database, call metadata associated with a caller index ID. The method can include determining call metadata characteristics for the call metadata. The method can include matching the call metadata characteristics of the call metadata with characteristics associated with a personality type of a psychological behavioral model. The method can include generating a caller profile that comprises personality type information for the personality type. The method can include associating the caller profile with the caller index ID. The method can include storing the caller profile in an entry in the centralized database associated with the caller index ID.

Claims20

Dependent claims

A customer relationship management (CRM) device comprising:

a memory to store instructions;
a network interface coupled to a first call monitoring system and a second call monitoring system, wherein:
the first call monitoring system is coupled to a first electronic device, and
the second call monitoring system is coupled to a second electronic device;
a database interconnect coupling a processor to a centralized database;
and
the processor coupled to the memory, wherein when the processor executes the instructions the processor is to:
receive, from the first call monitoring system via the network interface, a copy of a first digital audio signal in response to the first electronic device receiving the first digital audio signal, wherein the first digital audio signal is representation of a first call between the first electronic device and a caller device;
processing the copy of the first digital signal to generate first call metadata, wherein the first call metadata comprises a voice fingerprint for the caller;
determine that the centralized database is not storing any entries with the voice fingerprint for the caller;
generate a caller index identifier (ID) and a caller profile for the caller, wherein the caller index ID and the caller profile is anonymized;
add the first call metadata to the caller profile;
store the caller profile and the caller index ID in an entry of the centralized database;
receive, from the second call monitoring system via the network interface, a copy of a second digital audio signal in response to the second electronic device receiving the second digital audio signal, wherein the second digital audio signal is representation of a second call between the second electronic device and the caller device;
processing the second digital signal to determine second call metadata, wherein the second call metadata comprises the voice fingerprint for the caller;
add the second call metadata to the caller profile;
determine that the entry is not storing a threshold amount of call metadata to determine a complete caller profile;
and
operate in a training mode to collect additional call metadata to update the caller profile with additional call metadata.

16 more elements

A customer relationship management (CRM) device comprising:

a memory to store instructions;
a network interface coupled to a call monitoring system, wherein the call monitoring system is coupled to an electronic device, and
a database interconnect coupling a processor to a centralized database;
and
the processor coupled to the memory, wherein when the processor executes the instructions the processor is to:
receive, from the call monitoring system via the network interface, a copy of a digital audio signal in response to the electronic device receiving the digital audio signal, wherein the digital audio signal is representation of a call between the electronic device and a caller device;
process the copy of the digital signal to generate call metadata, wherein the call metadata comprises a voice fingerprint for the caller;
determine that the centralized database is storing an entry with the voice fingerprint associated with the caller;
add the call metadata to a caller profile stored in the entry of the centralized database;
determine that the centralized database is storing a threshold amount of call metadata to determine a personality type of a caller associated with the call metadata;
and
switch from operating in a training mode to operating in an active mode for the caller profile.

9 more elements

A non-transitory machine-readable storage medium having instructions that, when executed by a processing device, cause the processing device to perform operations comprising:

retrieving, from a centralized database, call metadata associated with a caller index identifier (ID) of a caller;
determining call metadata characteristics for the call metadata;
match the call metadata characteristics of the call metadata with characteristics associated with a personality type of a psychological behavioral model;
generating a caller profile that comprises personality type information for the personality type;
associating the caller profile with the caller index ID;
and
storing the caller profile in an entry in the centralized database associated with the caller index ID.

4 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/134,265Filed 20 Apr 2016 · us provisional application
Priority: 21 Apr 2015
Published: US 2017/0134577 A111 May 2017
Granted: 2 May 2017
Term ends: Not estimatedThe source records don’t support an estimate.

Classification28 codes

H04M 3/5141
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: details of processing…
A61B 5/167
Devices for psychotechnics ; Testing reaction times ; Devices for evaluating the psychological state: personality evaluation
G06F 16/00
Information retrieval
G06F 16/337
Filtering based on additional data, e.g. user or group profiles: profile generation, learning or modification