System and method for reliable call recording testing and proprietary customer information retrieval

• US 10,447,848 B2
• Filed: 03/23/2017
• Issued: 10/15/2019
• Est. Priority Date: 09/09/2014
• Status: Active Grant

• Current Assignee: Cyara Solutions Pty. Ltd.
• Original Assignee: Cyara Solutions Pty. Ltd.
• Inventors: Chapman, Brian, Willshire, Geoff
• Primary Examiner(s): Hashem, Lisa
• Application Number:
  US15/468,104
• Publication Number:
  US 20170257482A1
• Time in Patent Office: 936 Days
• CPC Class Codes: G06F 16/683 using metadata automatically derived from the content
• CPC Class Codes: G10L 13/04 Details of speech synthesis systems, e.g. synthesiser structure or memory management
• CPC Class Codes: G10L 25/18 the extracted parameters being spectral information of each sub-band
• CPC Class Codes: G10L 25/51 for comparison or discrimination
• CPC Class Codes: H04M 2201/41 using speaker recognition speaker recognition per se G10L17/00
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/303 Marking
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/28 Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system and methods for reliable call recording testing and proprietary customer information retrieval, wherein recording may be both active and passive in nature, recording call audio from the moment a call begins such as to include dial tones, IVR interactions, and other non-conversation call contents that may generally be omitted in traditional recordings. These recordings may then be compared to similar recordings collected by traditional systems to “align” the recordings, identifying portions of the call that may have been omitted from one recording by using audio fingerprinting to match recordings up for improved analysis.

Claims

1. A call recording test engine, comprising:

a test database configured to store and provide testing information, the testing information comprising at least a test configuration;

a synthetic call generator configured to produce test voice calls into a contact center, the test voice calls being based at least in part on test information retrieved from the test database and comprising at least audio-based voice interaction; and

a test manager configured to retrieve testing information from the test database, direct an operation of the synthetic call generator, record a test voice call, connect to a call recording system operated by a contact center, retrieve a recording of a complete call from connection to termination from the call recording system, and analyze the retrieved recording based at least in part on the testing information, the analysis comprising at least a comparison between the recorded test voice call and the retrieved call recording.

2. The system of claim 1, wherein the analysis comprises at least a plurality of audio fingerprinting techniques.

3. The system of claim 1, wherein the analysis comprises at least a fast Fourier transform algorithmic analysis.