Systems and methods for analyzing communication sessions

• US 7,885,813 B2
• Filed: 09/29/2006
• Issued: 02/08/2011
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Systems Incorporated
• Inventors: Watson, Joseph, Blair, Christopher D.
• Primary Examiner(s): ABEBE, DANIEL DEMELASH
• Application Number:
  US11/540,736
• Publication Number:
  US 20080082340A1
• Time in Patent Office: 1,593 Days
• Field of Search: 704/246, 704/251, 705/1, 379/88.1
• US Class Current: 704/246
• CPC Class Codes: G10L 21/045 using thinning out or insertion of a waveform

Abstract

Systems and methods for analyzing communication sessions are provided. A representative method includes: recording the communication session; identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.

Claims

1. A method for analyzing communication sessions between an agent of a contact center and a customer, said method comprising:

recording the communication session at recording system executing on a computing device;

identifying, at an identification system, those portions of the communication session not containing speech of at least one of the agent and the customer;

identifying a presence of at least one of an announcement and audio from an interactive voice response (IVR) system;

performing post-recording processing comprises providing access to information corresponding to a database of potential announcements and potential audio from the IVR system such that the post-recording processing can analyze the at least one of the announcement and the audio using the database; and

performing, at a computer-implemented post-processing system, post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.

2. The method of claim 1, wherein:

the method further comprises deleting the portions not attributable to at least one of the agent and the customer from the recording;

performing post recording processing comprises performing post-recording processing on the remaining portions.

3. The method of claim 1, wherein identifying comprises identifying presence of music in the communication session.

4. The method of claim 1, further comprising deleting audio from the recording corresponding to a private voicemail message.

5. A method for analyzing communication sessions comprising:

recording the communication sessions at recording system executing on a computing device;

identifying, at an identification system, a portion of the communication sessions not attributable to a voice component of at least one party of the communication session; and

excluding the portion of the communication session, not attributable to a voice component of at least one party of the communication session, from post-recording processing, wherein the portion of the communication session comprises audio from an interactive voice response (IVR) system.

6. The method of claim 5, wherein the post recording processing comprises speech recognition processing.

7. The method of claim 5, wherein the post-recording processing comprises phonetic analysis.

8. The method of claim 5, wherein the portion of the communication session comprises music.

9. The method of claim 8, wherein the music comprises music on hold.

10. The method of claim 8, wherein the portion of the communication session comprises an announcement.

11. The method of claim 10, wherein the announcement comprises a synthetic human voice.

12. The method of claim 5, wherein the portion of the communication session comprises dual tone multi-frequency (DTMF) audio.

13. The method of claim 5, further comprising recording the communication session.

14. The method of claim 13, further comprising deleting the portion not attributable to the at least party from the recording.

15. The method of claim 5, wherein excluding comprises identifying portions of the communication session not attributable to the at least one party.

16. A system for analyzing communication sessions comprising:

a recording system operative to record a communication session; and

a voice analysis system operative to receive information corresponding to the communication session and perform post-recording processing on the information, wherein voice analysis system is configured to exclude a portion of the information corresponding to the communication session, that is not attributable to speech of at least one party of the communication session, from post-recording processing, wherein the portion of the communication session comprises audio from an interactive voice response (IVR) system.

17. The system of claim 16, wherein the voice analysis system is configured to perform at least one of speech recognition and phonetic analysis during the post-recording processing.

18. The system of claim 16, wherein the voice analysis system comprises an identification system operative to identify portions of the communication session containing music, announcements and synthetic human voices.