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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
First Claim
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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, andidentifying 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.

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