US 9,883,036 B1 · Using a speech analytics system to control whisper audio

Abstract

A speech analytics system monitors speech from a remote party and/or agent to determine when a whisper is to be provided to the agent. A whisper is aural information that may assist the agent at certain opportune times. The whisper may be verbal or non-verbal in nature. A whisper bridge is used that allows the whisper to be heard by the agent, but not by the remote party. In one embodiment, the speech analytics system may cause visual-based agent information to be provided to the computer used by the agent, and monitor the agent's speech to ascertain if an expected speech response to the whisper was provided by the agent. If not, the speech analytics system may cause the whisper to be provided to the agent, as a form of reminder.

Claims16

Dependent claims

A non-transitory computer readable medium storing instructions that when executed cause a processor to:

receive a call-related event notification associated with a call established between an agent and a remote party, the call-related event notification indicating a call identifier identifying the call;
receive a speech-related event notification indicating the call identifier, the speech-related event notification reflecting detection of a keyword in speech in the call;
ascertain a whisper announcement to be provided to the agent in response to the speech-related event notification;
cause a message to be transmitted to an announcement system indicating the whisper announcement to be provided by the announcement system to a phone device used by the agent;
and
provide the whisper announcement to a whisper bridge,
wherein the whisper announcement is provided to the phone device used by the agent,
wherein the whisper bridge ensures the remote party does not hear the whisper announcement, and
wherein audio from the remote party is temporarily muted to the agent when the whisper announcement is provided to the phone device.

6 more elements

A system for providing a whisper announcement to an agent during a call involving a remote party, the system comprising:

a call handler configured to:
receive a whisper announcement to be provided to the agent, wherein the whisper announcement is provided to a telephone device used by the agent but is not provided to the remote party;
a speech analytics module in a speech analytics system configured to:
detect speech comprising a keyword during the call;
select the whisper announcement from among a plurality of announcements that should be provided to the agent during the call based on the keyword detected during the call;
and
provide a message identifying the whisper announcement to be provided to the agent on the call;
and
an announcement component configured to:
receive the message identifying the whisper announcement;
and
provide the whisper announcement to a whisper bridge in the call handler, wherein the whisper bridge is configured to:
receive the whisper announcement;
ensure the agent hears the whisper announcement but the remote party does not hear the whisper announcement;
and
wherein the whisper bridge mutes audio from the remote party to the agent when the whisper announcement is provided to the agent.

13 more elements

Dependencies are inferred from the claim text.

Using a speech analytics system to control whisper audio

Life of this patent

Using a speech analytics system to control whisper audio

Life of this patent

Abstract

Claims16