Methods and systems for analyzing speech during a call and automatically modifying, during the call, a call center referral interface
First Claim
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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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.
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Citations
13 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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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:
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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.
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Specification