Method and system for the processing of voice data and the classification of calls
First Claim
1. A method for processing voice data from a call between a first human party and a second or more human parties and/or an automated attendant system, or between a first human party and one or more second human parties, wherein the voice data is generated from the call, the method comprising:
- analyzing the voice data either fully or in part with an automated voice recognition system and converting the voice data into text;
analyzing the obtained text to recognize one or more key words automatically; and
assigning a classification to the call automatically based on the recognized key words.
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Accused Products
Abstract
Methods and systems are provided for handling voice data from a call between a first human party and a second or more human parties and/or an automated attendant system, or between a first human party and one or more second human parties, wherein the voice data is generated from the call. The voice data from the call may be analyzed with an automatic voice recognition system and converted into text. The obtained text may be searched to recognize key words automatically. Thereafter, the call may be assigned a classification automatically based on the recognized key words.
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Citations
61 Claims
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1. A method for processing voice data from a call between a first human party and a second or more human parties and/or an automated attendant system, or between a first human party and one or more second human parties, wherein the voice data is generated from the call, the method comprising:
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analyzing the voice data either fully or in part with an automated voice recognition system and converting the voice data into text;
analyzing the obtained text to recognize one or more key words automatically; and
assigning a classification to the call automatically based on the recognized key words. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 61)
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50. A system for processing voice data from a call between a first human party and a second or more human parties and/or an automated attendant system, or between a first human party and one or more second human parties, wherein the voice data is generated from the call, the system comprising:
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a voice recognition system for analyzing the voice data from the call and converting the voice data into text; and
means for representing the recognized and extracted text, wherein the means for representing is connected directly or indirectly with the voice recognition system, wherein the voice recognition system is linkable with one or more devices to record the voice data, and wherein the voice recognition system comprises means for analyzing the obtained text to recognize one or more key words automatically and means for assigning a classification to the call automatically based on the recognized key words. - View Dependent Claims (51, 52, 53, 54, 55, 56, 57, 58, 59)
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60. A system for processing voice data from a call between a first human party and a second or more human parties and/or an automated attendant system, or between a first human party and one or more second human parties, wherein the voice data is generated from the call, the system comprising:
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a voice recognition system for recognizing and extracting text from the voice data, the voice recognition system being linkable with one or more devices to record the voice data; and
means for representing the recognized and extracted text, wherein the means for representing is connected directly or indirectly with the voice recognition system.
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Specification