Systems and methods for providing searchable customer call indexes

• US 10,409,797 B2
• Filed: 01/25/2018
• Issued: 09/10/2019
• Est. Priority Date: 12/17/2012
• Status: Active Grant

• Current Assignee: Capital One Services LLC (Capital One Financial Corporation)
• Original Assignee: Capital One Services LLC (Capital One Financial Corporation)
• Inventors: Murgai, Nikhil
• Primary Examiner(s): Lerner, Martin
• Application Number:
  US15/880,514
• Publication Number:
  US 20180150491A1
• Time in Patent Office: 593 Days
• Field of Search: 704231, 704270, 704244, 707706, 707711, 379 8809, 37926506
• CPC Class Codes: G06F 16/2228 Indexing structures
• CPC Class Codes: G06F 16/258 Data format conversion from or to a database
• CPC Class Codes: G06F 16/61 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 21/6209 to a single file or object, e.g. in a secure envelope, encrypted and accessed using a key, or with access control rules appended to the object itself
• CPC Class Codes: G10L 15/08 Speech classification or search
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 25/90 Pitch determination of speech signals
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one or more keywords from the audio recordings or transcripts and index the call information into one or more indexes based on the identified keywords. Finally, the system may determine search results responsive to a search query based on the indexing. In some embodiments, changes to customer service may be identified based on the search results.

Claims

1. A system for providing searchable call indexes, comprising:

one or more processors; and

one or more memory devices storing instructions that, when executed by the one or more processors, perform operations comprising;

storing one or more indexes in a searchable database;

determining a search query by which to search the one or more indexes, the search query comprising a stress feature having a particular level of stress, a keyword, and a frequency of the keyword greater than or equal to a threshold frequency in a telephone conversation, the stress feature comprising a vocal feature;

searching received call information based on the one or more indexes using the search query to identify search results including a subset of the received call information;

associating the search results with an identifier unique to each incoming call in the received call information, the identifier being associated with call data;

verifying the associated identifier based on a percentage comparison of calls falling within the search results and which meet particular search criteria to a second set of calls;

changing a sensitivity for identifying call information based on the comparison; and

locating, based on the associated identifier, at least one of customers, agents, and a vendor location associated with the search results.

2. The system of claim 1, wherein the received call information includes a voiceprint of the telephone conversation, and wherein the one or more processors are further configured to index the call information by indexing the call information based on at least one stress feature identified in the voiceprint.

3. The system of claim 2, wherein the stress features are identified based on a determination that the caller talked louder, the caller spoke faster, or the caller'"'"'s voice changed pitch compared to an earlier portion of the telephone conversation.

4. The system of claim 1, wherein the received call information includes one or more call characteristics comprising one or more of a date of the telephone conversation, a time the telephone conversation occurred, a length of the telephone conversation, a customer identifier, a call center identifier, and a vendor agent identifier.

5. The system of claim 4, wherein the call data includes at least one of the time and length of the call, customer identification number, and call center identification number.

6. The system of claim 1, wherein the stored instructions configure the one or more processors to perform further operations comprising:

assigning a weight to each of a plurality of keywords and stress features;

weighting the one or more identified keywords and stress features based on the assigned weights; and

indexing the call information based on the weighted keywords and stress features.

7. The system of claim 1, wherein the stored instructions configure the one or more processors to perform further operations comprising determining the at least one stress feature for only telephone conversations having a number identified keywords above a predetermined threshold.

8. The system of claim 1, wherein the stored instructions configure the one or more processors to perform further operations comprising:

receiving the call information in a proprietary format;

converting the call information into an open format; and

storing the converted call information into a database for indexing.

9. A method for providing searchable call indexes, comprising:

storing one or more indexes in a searchable database;

determining a search query by which to search the one or more indexes, the search query comprising a stress feature having a particular level of stress, a keyword, and a frequency of the keyword greater than or equal to a threshold frequency in a telephone conversation, the stress feature comprising a vocal feature;

searching received call information based on the one or more indexes using the search query to identify search results including a subset of the received call information;

associating the search results with an identifier unique to each incoming call in the received call information, the identifier being associated with call data;

verifying the associated identifier based on a determined percentage comparison of calls falling within the search results and which meet particular search criteria to a second set of calls;

changing a sensitivity for identifying call information based on the comparison; and

locating, based on the associated identifier, at least one of customers, agents, and a vendor location associated with the search results.

10. The method of claim 9, wherein the call information includes a voiceprint of the telephone conversation, and wherein indexing the call information is based on the one or more keywords and at least one stress feature identified in the voiceprint.

11. The method of claim 10, wherein the stress features are identified based on a determination that the caller talked louder, the caller spoke faster, or the caller'"'"'s voice changed pitch compared to an earlier portion of the telephone conversation.

12. The method of claim 10, further comprising:

assigning a weight to each of a plurality of keywords and stress features;

weighting the one or more identified keywords and stress features based on the assigned weights; and

indexing the call information based on the weighted keywords and stress features.

13. The method of claim 10, wherein the stress features are determined for only telephone conversations having a number identified keywords above a predetermined threshold.

14. The method of claim 9, wherein the call information includes one or more call characteristics comprising one or more of a date of the telephone conversation, a time the telephone conversion occurred, a length of the telephone conversation, a customer identifier, a call center identifier, and a vendor agent identifier.

15. The method of claim 9, wherein the call data includes at least one of the time and length of the call, customer identification number, and call center identification number.

16. The method of claim 9, further comprising:

receiving the call information in a proprietary format;

converting the call information into an open format; and

storing the converted call information into a database for indexing.

17. A non-transitory computer-readable medium storing instructions for providing searchable call indexes, the instructions operable to cause one or more processors to perform operations, comprising:

storing one or more indexes in a searchable database;

determining a search query by which to search the one or more indexes, the search query comprising a stress feature having a particular level of stress, a keyword, and a frequency of the keyword greater than or equal to a threshold frequency in a telephone conversation, the stress feature comprising a vocal feature;

searching received call information based on the one or more indexes using the search query to identify search results including a subset of the received call information;

associating the search results with an identifier unique to each incoming call in the received call information, the identifier is associated with call data;

verifying the associated identifier based on a determined percentage comparison of calls falling within the search results and which meet particular search criteria to a second set of calls;

changing a sensitivity for identifying call information based on the comparison; and

locating, based on the associated identifier, at least one of customers, agents, and a vendor location associated with the search results.

18. The computer-readable medium of claim 17, wherein the call information includes a voiceprint of the telephone conversation, and wherein indexing the call information is based on the one or more keywords and at least one stress feature identified in the voiceprint.

19. The computer-readable medium of claim 17, wherein the stress features are identified based on a determination that the caller talked louder, the caller spoke faster, or the caller'"'"'s voice changed pitch compared to an earlier portion of the telephone conversation.

20. The computer-readable medium of claim 17, wherein the call information includes one or more call characteristics comprising one or more of a date of the telephone conversation, a time the telephone conversion occurred, a length of the telephone conversation, a customer identifier, a call center identifier, and a vendor agent identifier.