Systems and methods for analyzing audio components of communications

• US 20080082330A1
• Filed: 09/29/2006
• Published: 04/03/2008
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Blair, Christopher D.
• Granted Patent: US 7,991,613 B2
• Time in Patent Office: Days
• US Class Current: 704/235
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656

Abstract

Systems and methods for analyzing audio components of communications are provided. In this regard, a representative system incorporates an audio analyzer operative to: receive information corresponding to an audio component of a communication session; generate text from the information; and integrate the text with additional information corresponding to the communication session, the additional information being integrated in a textual format.

Claims

1. A method for analyzing audio components of communications comprising:

receiving information corresponding to an audio component of a communication session;

generating text from the information; and

integrating the text with additional information corresponding to the communication session, the additional information being integrated in a textual format.

2. The method of claim 1, wherein the additional information comprises amplitude information corresponding to volume levels that the audio component exhibited during the communication session.

3. The method of claim 1, wherein generating text comprises performing speech recognition analysis on the information and generating a transcript of the audio component.

4. The method of claim 1, wherein generating text comprises performing phonetic analysis on the information and generating a phonetic representation of the audio component.

5. The method of claim 1, further comprising indexing at least a portion of the information and the additional information to form text-searchable indexes.

6. The method of claim 5, wherein the indexing is selectively performed such that at least a portion of the additional information is not indexed.

7. The method of claim 6, wherein at least some of the additional information that is not indexed is integrated with the information as an HTML tag.

8. The method of claim 1, further comprising recording the communication session.

9. The method of claim 8, wherein recording comprises capturing screen data associated with the communication session.

10. The method of claim 1, further comprising performing automated evaluation of the communication session.

11. The method of claim 10, wherein performing automated evaluation comprises performing script adherence analysis.

12. The method of claim 1, wherein performing automated evaluation comprises evaluating the communication session for fraud.

13. The method of claim 1, wherein at least a portion of the communication session is conducted using Internet Protocol packets.

14. A system for analyzing audio components of communications comprising:

an audio analyzer operative to;

receive information corresponding to an audio component of a communication session;

generate text from the information; and

integrate the text with additional information corresponding to the communication session, the additional information being integrated in a textual format.

15. The system of claim 14, wherein the audio analyzer comprises a speech recognition engine operative to analyze the information and to generate a transcript of the audio component.

16. The system of claim 14, wherein the audio analyzer comprises a phonetic analyzer operative to analyze the information and generate a phonetic representation of the audio component.

17. The system of claim 14, further comprising an amplitude analyzer operative to provide amplitude information corresponding to volume levels that the audio component exhibited during the communication session, the additional information comprising the amplitude information.

18. The system of claim 14, wherein:

the text with the additional information forms a textual representation of the audio component;

the textual representation comprises a first letter to indicate audio communication by a first party of the communication session; and

a lower case representation of the letter indicates a first volume level and an upper case representation of the letter indicates a second volume level.

19. The system of claim 14, wherein:

the text with the additional information forms a textual representation of the audio component; and

the audio analyzer is further operative to insert timing indicators in the textual representation.

20. The system of claim 14, further comprising a recorder operative to record the audio component such that the information corresponding to the audio component is accessible to the audio analyzer.

21. The system of claim 14, further comprising means for recording the audio component.