Monitoring, mining, and classifying electronically recordable conversations
First Claim
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1. A method of analyzing a conversation over an electronically recordable channel, the method comprising:
- constructing a feature from speech of two participants in the conversation;
applying the feature to a model to determine a likelihood for the feature; and
indicating whether the conversation matches a model based on the likelihood for the feature.
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Abstract
Conversations that take place over an electronically recordable channel are analyzed by constructing a set of features from the speech of two participants in the conversation. The set of features is applied to a model or a plurality of models to determine the likelihood of the set of features for each model. These likelihoods are then used to classify the conversation into categories, provide real-time monitoring of the conversation, and/or identify anomalous conversations.
28 Citations
20 Claims
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1. A method of analyzing a conversation over an electronically recordable channel, the method comprising:
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constructing a feature from speech of two participants in the conversation;
applying the feature to a model to determine a likelihood for the feature; and
indicating whether the conversation matches a model based on the likelihood for the feature. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer-readable medium having computer-executable instructions for performing steps comprising:
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generating a feature that is based on speech signals from at least two participants in a conversation held over an electronically recordable channel; and
using the feature to provide a description of the conversation. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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18. A method comprising:
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classifying a conversation that occurred between two participants over an electronically recordable channel based on speech signals from both participants without reference to the words represented by the speech signals;
storing the classification and a representation of the content of the conversation in a storage area;
searching the storage area for conversations that have a particular classification; and
retrieving representations of the content of the conversations found during the search. - View Dependent Claims (19, 20)
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Specification