System and method for facilitating transcription of audio recordings, with auditing
First Claim
1. An automated computer-implemented method of facilitating and auditing the transcription of recorded audio, the method being executable as logic instructions on a computer device, comprising:
- (a) queuing a set of audio recordings on a computer device for transcription by a first remote agent;
(b) receiving a first transcription of the set of audio recordings on said computer device from the first remote agent and determining whether to audit the first transcription by calculating an audit rate a based on a current error rate ε
of the first agent and a desired level of accuracy λ
;
(c) if audit rate is higher than a threshold rate, re-queuing the set of audio recordings on said computer device for transcription by a second remote agent among a plurality of remote agents; and
(d) receiving a next transcription on said computer device of the set of audio recordings from the second remote agent;
wherein audit rate α
indicates a frequency with which a transcript should be audited;
said current error rate ε
of the first agent represents a probability that the first transcription is incorrect; and
said desired level of accuracy λ
reflects a probability that a transcription is correct.
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Accused Products
Abstract
A system and method for facilitating transcription of an audio recording, with auditing. An IVR (Interactive Voice Response) unit makes a set of audio recordings of a caller'"'"'s input during a call. The set of audio recordings is stored in a database and queued for transcription by remote agents. The recordings are forwarded to a first agent who listens to the audio and completes a form with text corresponding to the audio. The system then determines whether to audit the first agent'"'"'s transcription by having another agent transcribe the same set of recordings. The recordings may be re-queued and transcribed multiple times, until two (or more) of the transcriptions match, or until some threshold number of transcriptions have been obtained. An agent may contact the caller (e.g., via telephone or electronic mail) if a recording cannot be fully transcribed.
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Citations
15 Claims
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1. An automated computer-implemented method of facilitating and auditing the transcription of recorded audio, the method being executable as logic instructions on a computer device, comprising:
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(a) queuing a set of audio recordings on a computer device for transcription by a first remote agent; (b) receiving a first transcription of the set of audio recordings on said computer device from the first remote agent and determining whether to audit the first transcription by calculating an audit rate a based on a current error rate ε
of the first agent and a desired level of accuracy λ
;(c) if audit rate is higher than a threshold rate, re-queuing the set of audio recordings on said computer device for transcription by a second remote agent among a plurality of remote agents; and (d) receiving a next transcription on said computer device of the set of audio recordings from the second remote agent; wherein audit rate α
indicates a frequency with which a transcript should be audited;
said current error rate ε
of the first agent represents a probability that the first transcription is incorrect; and
said desired level of accuracy λ
reflects a probability that a transcription is correct. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer readable medium storing instructions that, when executed by a computer, cause the computer to perform a method of facilitating transcription of recorded audio, with auditing, the method comprising:
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(a) queuing a set of audio recordings for transcription by a first remote agent; (b) receiving a first transcription of the set of audio recordings from the first remote agent and determining whether to audit the first transcription by calculating an audit rate α
based on a current error rate ε
of the first agent and a desired level of accuracy λ
;(c) if the audit rate is higher than a threshold rate, re-queuing the set of audio recordings for transcription by a second remote agent among a plurality of remote agents; and (d) receiving a second transcription of the set of audio recordings from the second remote agent; wherein audit rate α
indicates a frequency with which a transcript should be audited;
said current error rate ε
of the first agent represents a probability that the first transcription is incorrect; and
said desired level of accuracy λ
reflects a probability that a transcription is correct.
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10. An apparatus for facilitating transcription of an audio recording, with auditing, the apparatus comprising:
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an IVR (Interactive Voice Response) unit configured to record verbal input during a telephone call from a caller; a database configured to store a set of audio recordings of the verbal input; communication connections to a plurality of agents for transcribing audio recordings; a web server configured to serve the set of audio recordings to one or more of the agents; and audit logic configured to determine whether to audit a transcription of the set of audio recordings performed by one agent by calculating an audit rate α
based on a current error rate ε
of the one agent and a desired level of accuracy λ and
, if the audit rate is higher than a threshold rate, having another agent transcribe the set of audio recordings;wherein audit rate α
indicates a frequency with which a transcript should be audited;
said current error rate ε
of the first agent represents a probability that the first transcription is incorrect; and
said desired level of accuracy λ
reflects a probability that a transcription is correct. - View Dependent Claims (11, 12, 13, 14, 15)
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Specification