Methods and systems for analyzing speech during a call and automatically modifying, during the call, a call center referral interface

• US 10,691,407 B2
• Filed: 12/13/2017
• Issued: 06/23/2020
• Est. Priority Date: 12/14/2016
• Status: Active Grant

• Current Assignee: Kyruus Incorporated
• Original Assignee: Kyruus Incorporated
• Inventors: Yoo, Julie Keunhee, Gardner, Graham Stewart, Mohta, Vinay Seth, Kucan, Jakov
• Primary Examiner(s): Tzeng, Feng-Tzer
• Application Number:
  US15/840,586
• Publication Number:
  US 20180165062A1
• Time in Patent Office: 923 Days
• CPC Class Codes: A61B 5/0002 Remote monitoring of patients using telemetry, e.g. transmission of vital signals via a communication network A61B5/07 takes precedence; transmission systems for measured values G08C; transmission H04B; transmission of digital information H04L; wireless communication networks H04W
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G10L 15/02 Feature extraction for speech recognition; Selection of recognition unit
• CPC Class Codes: G10L 15/1815 Semantic context, e.g. disambiguation of the recognition hypotheses based on word meaning
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: G10L 25/66 for extracting parameters related to health condition detecting or measuring for diagnostic purposes A61B5/00
• CPC Class Codes: G16H 40/20 for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms
• CPC Class Codes: G16H 80/00 ICT specially adapted for facilitating communication between medical practitioners or patients, e.g. for collaborative diagnosis, therapy or health monitoring
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A method for analyzing speech generated during a call to generate a potential referral and automatically modifying, during the call, a user interface displaying data associated with the analyzed speech, includes analyzing, by an analysis engine, during a call by a patient to a call center operator, data generated during the call, the data received from a second computing device. The method includes identifying patient data associated with the patient. The method includes determining at least one requirement of the patient based upon the identified patient data and the analysis. The method includes generating a potential referral to a physician for the patient, the physician having a profile that satisfies the determined at least one requirement. The method includes modifying a user interface displayed to the call center, during the call, the modification to the display including addition of an identification of the potential referral.

Claims

1. A method for analyzing speech generated during a call to generate a potential referral and automatically modifying, during the call, a user interface displaying, to a call center operator generating a referral to a physician for a patient, data associated with the analyzed speech, the method comprising:

receiving, during a call by a patient to a call center operator, by an analysis engine executing on a first computing device, from a second computing device executing a speech-to-text converter, data generated during a call by a patient to a call center operator by converting audio data to text data, the call center operator generating a referral to a physician for the patient;

analyzing, by the analysis engine, the received data generated during the call, wherein analyzing further comprises;

analyzing at least one acoustic feature of the patient speech during the call, the at least one acoustic feature identified in the received data, and

identifying at least one keyword within the received data;

identifying, by the analysis engine, patient data stored in an electronic medical record associated with the patient, responsive to the analysis of the identified at least one keyword;

determining, by the analysis engine, at least one requirement of the patient based upon the identified patient data and the analysis of the at least one acoustic feature and of the identified at least one keyword;

generating, during the call by the patient to the call center operator, by the analysis engine, a potential referral to a physician for the patient, the physician having a profile that satisfies the determined at least one requirement, based on the analysis of the at least one acoustic feature and of the identified at least one keyword; and

modifying, by a presentation engine executing on the second computing device, a user interface displayed to the call center operator, during the call by the patient to the call center operator, the modification to the user interface including addition to the user interface of an identification of the potential referral; and

modifying, by the presentation engine, the user interface displayed to the call center operator, during the call by the patient to the call center operator, the modification to the display including addition to the user interface of an identification of feedback to the call center operator regarding an emotional state of the patient, based on the analysis of the acoustic feature and of the identified at least one keyword.

2. The method of claim 1, wherein analyzing further comprises identifying, by the analysis engine, sentiment data including an identification of a sentiment expressed by the patient.

3. The method of claim 1, wherein analyzing further comprises identifying, by the analysis engine, an emotional state of the patient.

4. The method of claim 3, wherein determining the at least one requirement of the patient includes determining a level of urgency of a patient need based upon the identified emotional state of the patient.

5. The method of claim 3, wherein modifying further comprises modifying the user interface, during the call, to include feedback to the agent regarding the patient emotion.

6. The method of claim 1, wherein analyzing further comprises identifying, by the analysis engine, at least one personality trait of the patient.

7. The method of claim 6, wherein determining the at least one requirement of the patient further comprises determining a characteristic of a physician with a complementary personality trait to the identified at least one personality trait of the patient.

8. The method of claim 1, wherein identifying further comprises identifying, by the analysis engine, within a record accessible to the call center, the patient data.

9. The method of claim 1, wherein identifying further comprises identifying, by the analysis engine, an electronic medical record associated with the patient.

10. The method of claim 1, wherein determining further comprises matching, by the analysis engine, a key word identified within the received data to a term within a taxonomy system accessible to the first computing device.

11. The method of claim 1 further comprising determining, by the analysis engine, before generating the potential referral, that the profile satisfies a clinical effectiveness requirement.

12. The method of claim 1 further comprising:

determining that the physician is not available;

generating, by the analysis engine, a second potential referral to a second physician for the patient, the physician having a profile that satisfies the determined requirement; and

providing, by the presentation engine, to the call center, the second potential referral during the call.

13. A system for analyzing speech generated during a call to generate a potential referral and automatically modifying, during the call, a user interface displaying, to a call center operator generating a referral to a physician for a patient, data associated with the analyzed speech, the system comprising:

an analysis engine executing on a first computing device and;

(i) receiving, during a call by a patient to a call center operator, from a second computing device executing a speech-to-text converter, data generated during a call by a patient to a call center operator by converting audio data to text data, the call center operator generating a referral to a physician for the patient,

(ii) analyzing, the received data generated during the call, wherein analyzing further comprises analyzing at least one acoustic feature of the patient speech during the call, the at least one acoustic feature identified in the received data and identifying at least one keyword within the received data,

(iii) identifying patient data stored in an electronic medical record associated with the patient, responsive to the analysis of the identified at least one keyword,

(iv) determining at least one requirement of the patient based upon the identified patient data and the analysis analysis of the at least one acoustic feature and of the identified at least one keyword,

(v) generating, during the call by the patient to the call center operator, a potential referral to a physician for the patient, the physician having a profile that satisfies the determined at least one requirement, based on the analysis of the at least one acoustic feature and of the identified at least one keyword; and

a presentation engine executing on the second computing device and (i) modifying a user interface displayed to the call center operator, during the call by the patient to the call center operator, the modification to the user interface including addition to the user interface of an identification of the potential referral and (ii) modifying the user interface displayed to the call center operator, during the call by the patient to the call center operator, the modification to the display including addition to the user interface of an identification of feedback to the call center operator regarding an emotional state of the patient, based on the analysis of the acoustic feature and of the identified at least one keyword.