Methods and apparatus for audio data analysis and data mining using speech recognition
DCFirst 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;
defining search criteria containing said phrase and data values to use for searching;
searching a set of audio segments for said phrase and said data values; and
producing a set of results of all occurrences of the phrase within the set of audio segments matching the data criteria such that a given occurrence is a match for the search phrase 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.
136 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; defining search criteria containing said phrase and data values to use for searching; searching a set of audio segments for said phrase and said data values; and producing a set of results of all occurrences of the phrase within the set of audio segments matching the data criteria such that a given occurrence is a match for the search phrase 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 and intrinsic data to use for searching; defining a minimum confidence level for searching; searching said set of audio segments for said phrase and said intrinsic data; 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 (i) define a phrase to use for searching;
(ii) define a minimum confidence level for searching; anda search engine operable to search a set of audio segments and intrinsic data associated therewith for (i) said phrase and (ii) ones of said audio segments satisfying match criteria for said intrinsic data and, in response, produce a set of results of all occurrences of the phrase within the set of audio segments satisfying said match criteria 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 (i) define a phrase to use for searching;
(ii) a minimum confidence level for searching; and
(iii) identify criteria used to select a set of said audio segments from ones of said plurality of calls based on intrinsic data associated with respective ones of said calls;a search engine connected to said supervisory terminal and to said memory for searching said calls based on said intrinsic data and 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 calls identified by said search engine based on said intrinsic data 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 audio segments in a speech repository; storing information regarding each of the audio segments in a database; establishing a search criteria including (i) speech and Structured Query Language (SQL) criteria for locating spoken words or phrases in said audio segment using speech recognition technology and (ii) information regarding each of the audio segments; searching said set of audio segments and said database in accordance with said search criteria; and providing a report based on said search.
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Specification