Methods and apparatus for audio data analysis and data mining using speech recognition
First Claim
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1. A method of searching audio data, comprising the step of:
- defining a phrase to use for searching;
defining a minimum confidence level for searching;
searching a set of audio segment for said phrase; and
producing a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase.
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Abstract
The present invention provides an audio analysis intelligence tool that provides ad-hoc search capabilities using spoken words as an organized data form. The present invention provides an SQL like interface to process and search audio data and combine it with other traditional data forms.
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Citations
30 Claims
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1. A method of searching audio data, comprising the step of:
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defining a phrase to use for searching;
defining a minimum confidence level for searching;
searching a set of audio segment for said phrase; and
producing a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method of operating contact center, comprising the step of:
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connecting a plurality of calls to at least one customer service representative;
recording audio segments from each of said plurality of calls;
defining a phrase to use for searching;
defining a minimum confidence level for searching;
searching said set of audio segment for said phrase; and
producing a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase.
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16. A system for searching audio data comprising:
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control logic operable to define a phrase to use for searching and define a minimum confidence level for searching; and
a search engine operable to search a set of audio segment for said phrase and produce a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A contact center comprising:
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a switch configured to connect each of a plurality of calls to a customer service representative workstation;
a memory connected to said switch and configured to record audio segments from each of said plurality of calls;
a supervisory terminal configured to define a phrase to use for searching and a minimum confidence level for searching;
a search engine connected to said supervisory terminal and to said memory for searching said set of audio segment for said phrase; and
a display connected to said search engine and configured to produce a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase.
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30. A method for analyzing audio data, comprising:
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storing an audio segment in a speech repository;
storing information regarding the audio segment in a database;
establishing a search criteria including speech and SQL criteria for locating for spoken words or phrases in said audio segment using speech recognition technology;
searching said audio segment and said database in accordance with said search criteria; and
providing a report based on said search.
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Specification