Selective conversation recording using speech heuristics

• US 7,043,008 B1
• Filed: 12/20/2001
• Issued: 05/09/2006
• Est. Priority Date: 12/20/2001
• Status: Expired due to Fees

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Dewan, Rohit
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Nguyen, Quynh H.
• Application Number:
  US10/028,383
• Time in Patent Office: 1,601 Days
• Field of Search: 379/265.06, 379/265.07, 379/266.01, 379/266.02, 379/266.03, 379/309
• US Class Current: 379/265.06
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system and method for selectively monitoring, recording, storing, and handling telephone conversations through the use of speech analysis is disclosed. In particular, the present invention utilizes a speech analyzer to analyze a speech signal during a telephone conversation between two parties, and a recording and storage device to record and store the telephone conversation. Based on variations in signal characteristics related to the emotional state of the caller, the system selectively generates a trigger to keep the stored recording of the telephone conversation. The present invention also selectively determines whether to send a notification in response to said trigger.

Claims

1. A monitoring and recording system, said system comprising:

a speech analyzer, said speech analyzer monitoring a signal characteristic of a conversation between a first caller and a second caller, the signal characteristic comprising at least one of a signal frequency and a signal amplitude;

a recording device, said recording device recording said conversation;

a controller, said controller determining whether a parameter of said conversation exceeds a threshold by;

during an initial period of said conversation, determining a base value from the monitored signal characteristic, the base value representing a typical value for the monitored signal characteristic for said conversation, the base value defining a threshold range;

after the initial period of said conversation, establishing whether a subsequent value for the signal characteristic is outside of the threshold range; and

determining that the parameter of the conversation exceeds the threshold if the subsequent value for the signal characteristic is outside of the threshold range; and

a storage device, said storage device storing said conversation during said conversation and retaining said stored conversation after termination of said conversation if said parameter of said conversation exceeds said threshold.

2. The system of claim 1, wherein said speech analyzer analyzes variations in at least one frequency of said conversation.

3. The system of claim 1, wherein said speech analyzer analyzes variations in amplitude of said conversation.

4. The system of claim 1, wherein said recording device comprises one of a hard drive, a tape recorder, random access memory, dynamic random access memory, flash memory, and a magnetic-optical drive.

5. The system of claim 1, wherein said storage device comprises one of a hard drive, a tape recorder, random access memory, dynamic random access memory, flash memory, and a magnetic-optical drive.

6. The system of claim 1 further comprising a telephone switch, said telephone switch routing said conversation to said second caller.

7. The system of claim 1 further comprising a network hub, said network hub routing said conversation to said second caller.

8. A monitoring and recording system for recording and selectively storing speech signals, said system comprising:

a speech analyzer, said speech analyzer monitoring a signal characteristic of at least one signal between a first caller and a second caller, the signal characteristic comprising at least one of a signal frequency and a signal amplitude;

a controller operable to determine whether a parameter of the at least one signal exceeds a threshold by;

during an initial period of said conversation, determining a base value from the monitored signal characteristic, the base value representing a typical value for the monitored signal characteristic for said conversation, the base value defining a threshold range;

after the initial period of said conversation, establishing whether a subsequent value for the signal characteristic is outside of the threshold range; and

determining that the parameter of the at least one signal exceeds the threshold if the subsequent value for the signal characteristic is outside of the threshold range; and

a recording and storage device, said recording and storage device recording and selectively storing said at least one signal in response to the controller determining that the parameter of the at least one signal exceeds a threshold.

9. The system of claim 8 wherein said speech analyzer analyzes variations in at least one frequency of said at least one signal.

10. The system of claim 8 wherein said speech analyzer analyzes variations in amplitude of said at least one signal.

11. The system of claim 8 wherein said recording and storage device comprises one of a hard drive, a tape recorder, random access memory, dynamic random access memory, flash memory, and a magnetic-optical drive.

12. The system of claim 8 wherein said controller triggering said recording and storage device to store said at least one signal in response to said monitoring of said speech analyzer.

13. The system of claim 8 further comprising a telephone switch, said telephone switch routing said at least one signal to said second caller.

14. The system of claim 8 further comprising a network hub, said network hub routing said at least one signal to said second caller.

15. A monitoring and recording system for selectively notifying, said system comprising:

a speech analyzer, said speech analyzer monitoring a signal characteristic of at least one signal between a first caller and a second caller, the signal characteristic comprising at least one of a signal frequency and a signal amplitude;

a controller operable to determine whether a parameter of the at least one signal exceeds a threshold by;

during an initial period of said conversation, determining a base value from the monitored signal characteristic, the base value representing a typical value for the monitored signal characteristic for said conversation, the base value defining a threshold range;

after the initial period of said conversation, establishing whether a subsequent value for the signal characteristic is outside of the threshold range; and

determining that the parameter of the at least one signal exceeds the threshold if the subsequent value for the signal characteristic is outside of the threshold range;

a recording and storage device, the recording and storage device recording and selectively storing the at least one signal in response to the controller determining that the parameter of the at least one signal exceeds a threshold; and

a notification device, said notification device selectively sending a notification in response to said monitoring of said speech analyzer.

16. The system of claim 15, wherein said speech analyzer analyzes variations in at least one frequency of said at least one signal.

17. The system of claim 15, wherein said speech analyzer analyzes variations in amplitude of said at least one signal.

18. The system of claim 15 further comprising a supervisor station, said supervisor station receiving said notification sent by said notification device.

19. The system of claim 18, wherein said supervisor station comprises one of a general purpose computer and telephone.

20. The system of claim 15, wherein said notification device comprises at least one of a transmitter, general purpose computer, an IP device, and an alarm.

21. A monitoring and recording system for recording and selectively storing speech signals, said system comprising:

means for monitoring and analyzing a signal characteristic of at least one signal between a first caller and a second caller, the signal characteristic comprising at least one of a signal frequency and a signal amplitude;

means for determining whether a parameter of the at least one signal exceeds a threshold by;

during an initial period of said conversation, determining a base value from the monitored signal characteristic, the base value representing a typical value for the monitored signal characteristic for said conversation, the base value defining a threshold range;

after the initial period of said conversation, establishing whether a subsequent value for the signal characteristic is outside of the threshold range; and

determining that the parameter of the at least one signal exceeds the threshold if the subsequent value for the signal characteristic is outside of the threshold range; and

means for recording and selectively storing said at least one signal in response to determining that the parameter of the at least one signal exceeds a threshold.

22. A method for monitoring and selectively recording a conversation, said method comprising:

receiving a conversation from a first caller;

monitoring a signal characteristic of said conversation between a first caller and a second caller, the signal characteristic comprising at least one of a signal frequency and a signal amplitude;

recording said conversation;

determining whether a parameter of said conversation exceeds a threshold by;

during an initial period of said conversation, determining a base value from the monitored signal characteristic, the base value representing a typical value for the monitored signal characteristic for said conversation, the base value defining a threshold range;

after the initial period of said conversation, establishing whether a subsequent value for the signal characteristic is outside of the threshold range; and

determining that the parameter of the conversation exceeds the threshold if the subsequent value for the signal characteristic is outside of the threshold range; and

storing said conversation during said conversation and retaining said stored conversation after termination of said conversation if said parameter of said conversation exceeds said threshold.

23. The method of claim 22, wherein said determining whether a parameter of said conversation exceeds a threshold comprises analyzing variations in at least one frequency of said conversation.

24. The method of claim 22, wherein said determining whether a parameter of said conversation exceeds a threshold comprises analyzing variations in amplitude of said conversation.

25. A method for monitoring and recording speech signals and selectively storing and notifying in response to said monitoring, said method comprising:

receiving at least one signal;

monitoring a signal characteristic of said at least one signal based upon changes in at least one of frequency and amplitude of said at least one signal, the signal characteristic comprising at least one of a signal frequency and a signal amplitude;

determining whether a parameter of the at least one signal exceeds a threshold by;

during an initial period of said conversation, determining a base value from the monitored signal characteristic, the base value representing a typical value for the monitored signal characteristic for said conversation, the base value defining a threshold range;

after the initial period of said conversation, establishing whether a subsequent value for the signal characteristic is outside of the threshold range; and

determining that the parameter of the at least one signal exceeds the threshold if the subsequent value for the signal characteristic is outside of the threshold range; and

selectively sending a trigger in response to determining that the parameter of the at least one signal exceeds a threshold.

26. The method in claim 25 further comprising selectively storing said recording of said at least one signal in response to said trigger.

27. The method in claim 25 further comprising sending a notification in response to said trigger.

28. The method of claim 25 further comprising receiving said at least one signal for said monitoring routed through a switch.

29. The method of claim 25 further comprising receiving said at least one signal for said monitoring routed through a network hub.

30. The method of claim 25 wherein said monitoring comprises analyzing variations in at least one frequency of said at least one signal.

31. The method of claim 25 wherein said monitoring comprises analyzing variations in amplitude of said at least one signal.

32. Logic encoded in a memory device to monitor and record speech signals and selectively store and notify in response to said monitoring, comprising logic operable to at least:

receive at least one signal;

monitor a signal characteristic of said at least one signal based upon changes in at least one of frequency and amplitude of said at least one signal, the signal characteristic comprising at least one of a signal frequency and a signal amplitude;

determining whether a parameter of the at least one signal exceeds a threshold by;

during an initial period of said conversation, determining a base value from the monitored signal characteristic, the base value representing a typical value for the monitored signal characteristic for said conversation, the base value defining a threshold range;

after the initial period of said conversation, establishing whether a subsequent value for the signal characteristic is outside of the threshold range; and

determining that the parameter of the at least one signal exceeds the threshold if the subsequent value for the signal characteristic is outside of the threshold range; and

selectively send a trigger in response to determining that the parameter of the at least one signal exceeds a threshold.