US 9,936,066 B1Granted

Reviewing portions of telephone call recordings in a contact center using topic meta-data records

AssigneeNoble Systems Corporation

InventorsSteven K. Mammen, Karl H. Koster, Ellwood I. Neuer, III, Jason P. Ouimette

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Abstract

A real-time speech analytics system (“RSTA system”) detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a module, which is configured to generate a topic meta-data record stored in a topic meta-data file. A real-time topic dashboard indication may be presented on a graphical user interface to a user based on analysis of a plurality of topic meta-data records. Selection of the topic dashboard indicator may result in presentation to the user of further text-based information about detection of the speech event for one or more calls. Selection of the further information for a particular call may result in a corresponding portion of recorded audio of that call associated with the speech event to be retrieved using the corresponding topic meta-data record and played to the user.

Claims21

Dependent claims

A system for providing information of a call involving an agent of a contact center and a party, the system comprising:

a call handler subsystem configured to provide audio of the call on a first call leg;
a real-time speech analytics (“RTSA”) subsystem configured to:
receive the audio of the call on the first call leg from the call handler subsystem, and
generate an event message in response to detecting a keyword spoken by the agent in the audio of the call, wherein the event message comprises:
a topic name of a topic associated with one or more keywords including the keyword detected by the RTSA subsystem during the call,
a time indicating when the keyword was detected by the RTSA subsystem during the call, and
a call detail record identifier identifying the call;
and
a topic meta-data analysis component comprising a processor configured to:
generate a record that is stored in a topic meta-data file in response to receiving the event message, wherein the topic meta-data file comprises a plurality of records corresponding to a plurality of calls involving the agent, wherein each of the plurality of records is generated based on receiving a corresponding event message from the RTSA subsystem detecting the one or more keywords associated with the topic from the plurality of calls involving the agent,
analyze a subset of the plurality of records including the record, wherein each of the subset of the plurality of records including the record comprises the topic name and an agent identifier corresponding to the agent, and
present a topic dashboard icon to a user on a display of a computer, wherein the topic dashboard icon comprises text reflecting the topic associated with the one or more keywords detected, and wherein the topic dashboard icon reflects a frequency of occurrence of the topic associated with the one or more keywords detected during the plurality of calls involving the agent.

9 more elements

A non-transitory computer readable medium storing instructions that when executed by a processor in a topic meta-data analysis component cause the processor to:

generate a record in response to receiving an event message from a real time speech analytics (“RTSA”) component, wherein the event message indicates detection of one or more keywords associated with a topic by the RTSA component in audio of a call involving a party and an agent;
store the record in a topic meta-data file comprising a plurality of records, wherein each of the plurality of records was generated in response to receiving a corresponding event message from the RTSA component indicating detection of the one or more keywords associated with the topic in a corresponding call of a plurality of calls involving the agent;
analyze a subset of the plurality of records in the topic meta-data file including the record, wherein the record and each of the subset of the plurality of records comprise a topic name corresponding to the topic and an agent identifier corresponding to the agent;
present a topic dashboard icon to a user on a display of a computer in response to analyzing the subset of the plurality of records, wherein the topic dashboard icon comprises text identifying the topic;
receive a request from the user indicated by selecting the topic dashboard icon on the display of the computer;
and
in response to receiving the request, provide text-based information for presentation on the display of the computer regarding a plurality of calls involving the agent, wherein the text-based information comprises a corresponding relative time when the topic was reported during each of the corresponding call of the plurality of calls involving the agent.

4 more elements

A method for displaying information about a call involving an agent of a contact center and a party, the method comprising:

generating a record in response to receiving an event message from a real time speech analytics (“RTSA”) component, wherein the event message indicates detection of a topic comprising one or more keywords by the RTSA component in audio of the call involving the party and the agent;
storing the record in a topic meta-data file comprising a plurality of records wherein each of the plurality of records was generated based on receiving a prior event message reporting detection of the topic in a corresponding one of a plurality of calls involving the agent;
analyzing a subset of the one or more records in the topic meta-data file including the record, wherein each of the subset of the one or more records and the record comprise a topic name corresponding to the topic and an agent identifier corresponding to the agent;
presenting a topic dashboard icon to a user of a display of a computer, wherein the topic dashboard icon comprises text indicating the topic, and wherein the topic dashboard icon is based on analyzing the subset of the one or more records;
receiving a request for further text-based information from the user indicated by selecting the topic dashboard icon on the display of the computer;
and
provide, in response to receiving the request, the further text-based information for presentation on the display of the computer, wherein the further text-based information comprises an identification of each of the plurality of calls and one or more corresponding relative times when the topic was reported during for each of the corresponding one of the each of the plurality of calls involving the agent.

4 more elements

Dependencies are inferred from the claim text.