Apparatus and method for audio analysis

• US 8,005,675 B2
• Filed: 03/17/2005
• Issued: 08/23/2011
• Est. Priority Date: 03/17/2005
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Wasserblat, Moshe, Pereg, Oren
• Primary Examiner(s): Opsasnick; Michael N
• Application Number:
  US11/083,343
• Publication Number:
  US 20060212295A1
• Time in Patent Office: 2,350 Days
• Field of Search: 704/231, 704/252, 379/265.02, 381/94.3, 455/556.1
• US Class Current: 704/252
• CPC Class Codes: G10L 25/48 specially adapted for particular use
• CPC Class Codes: G10L 25/69 for evaluating synthetic or decoded voice signals

Abstract

An apparatus and method for an improved audio analysis process is disclosed. The improvement concerns the accuracy level of the results and the rate of false alarms produced by the audio analysis process. The proposed apparatus and method provides a three-stage audio analysis route. The three-stage analysis process includes a pre-analysis stage, a main analysis stage and a post analysis stage.

Claims

1. A method for improving the accuracy level of an at least one audio analysis engine designed to process an at least one audio interaction segment captured in an environment, the method comprising the steps of:

pre-processing the at least one audio interaction segment, said pre-processing comprising estimating a quality parameter associated with the at least one audio analysis engine;

determining to transfer based on the pre-processing results, the at least one audio interaction segment for analysis by the at least one audio analysis engine;

analyzing the at least one audio interaction segment by the at least one audio analysis engine, the at least on audio analysis engine providing at least one result based upon the analysis algorithms;

post-processing the at least one result of the at least one audio analysis engine processing the at least one audio interaction segment; and

based on said post-processing, determining whether to qualify or disqualify, the at least one result, thus improving the accuracy level of the at least one audio analysis engine.

2. The method of claim 1 wherein the environment is a call center or a financial institution.

3. The method of claim 1 wherein the quality parameter is estimated based on at least one item selected from the group consisting of:

at least one result of pre-processing of the at least one audio interaction segment;

the at least one audio analysis engine;

at least one threshold; and

estimated integrity of the at least one audio interaction segment.

4. The method of claim 3 wherein the threshold is associated with workload within the environment.

5. The method of claim 3 wherein the threshold is associated with environmental estimated performance of the at least one audio analysis engine.

6. The method of claim 1 further comprising the step of classifying an at least one audio interaction into segments.

7. The method of claim 6 wherein the segments are of predefined types, to include any one of the following:

speech, music, tones, noise, or silence.

8. The method of claim 1 further comprising the step of discarding the at least one result of the at least one audio analysis engine processing the at least one audio segment.

9. The method of claim 1 further comprising a step of determining an at least one environmental estimated performance of the at least one audio analysis engine.

10. The method of claim 1 wherein the accuracy of the at least one audio analysis engine is determined by an at least one quality parameter of the audio signal of the at least one audio interaction segment.

11. The method of claim 10 wherein the accuracy of the at least one audio analysis engine is determined by a weighted sum of the at least one quality parameter of the audio signal of the at least one audio interaction segment.

12. The method of claim 11 wherein the weighted sum employs weights acquired during a training stage.

13. The method of claim 11 wherein the weighted sum employs weights determined using linear prediction.

14. The method of claim 1 wherein post-processing the at least one result comprises at least one of the group consisting of:

verifying the at least one result with an at least one second audio analysis engine;

receiving a certainty level provided by the at least one audio analysis engine for the at least one result;

calculating the workload of the environment;

calculating the results previously acquired in the environment; and

receiving the computer telephony information related to the at least one audio interaction segment.

31. The method of claim 1 wherein the at least one audio analysis engine is a recognition engine.

32. The method of claim 31 wherein the recognition engine is selected from the group consisting of a word spotting engine, an excitement detecting engine, a call flow analyzer, a voice recognition engine, a full transcription engine, and a topic identification engine.

15. An apparatus for improving an accuracy levels of an at least one audio analysis engine designed to process an at least one audio interaction segment captured in an environment, the apparatus comprising:

a pre-processor comprising;

a quality evaluator component for determining the quality of the at least one audio interaction segment; and

a pre-analysis performance estimator and rule engine component for estimating a quality parameter associated with the at least one audio analysis engine designed to process the at least one audio interaction segment prior to processing the at least one audio interaction segment by the at least one audio analysis engine and passing the at least one audio interaction segment to the at least one audio analysis engine according to an at least one rule; and

a post-processing rule engine for determining whether to qualify or disqualify, at least one result reported by the at least one audio analysis engine processing the at least one audio interaction segment.

16. The apparatus of claim 15 wherein the environment is a call center or a financial institution.

17. The apparatus of claim 15 wherein the pre-analysis performance estimator and rule engine component compares the quality parameter estimated to an at least one threshold.

18. The apparatus of claim 15 further comprising an audio classification component for classifying an at least one audio interaction into segments.

19. The apparatus of claim 15 further comprising a component for determining an at least one environmental estimated performance of the at least one audio analysis engine.

20. The apparatus of claim 15 further comprising an audio interaction analysis performance estimator component for determining a value of an at last one quality parameter for the at least one audio interaction segment.

21. The apparatus of claim 15 further comprising a statistical quality profile calculator component for generating a statistical quality profile of the environment.

22. The apparatus of claim 21 wherein the statistical quality profile calculator component determines an at least one weight to be associated with an at least one quality parameter.

23. The apparatus of claim 21 further comprising an analysis performance estimator for estimating environmental performance of the at least one audio analysis engine.

24. The apparatus of claim 15 further comprising a database.

25. The apparatus of claim 15 further comprising a results certainty examiner component for determining the certainty of the at least one result.

26. The apparatus of claim 15 further comprising a focused post analyzer component for re-analyzing the at least one result.

27. The apparatus of claim 15 wherein the rule engine comprises at least one rule for considering workload within the environment.

28. The apparatus of claim 15 wherein the pre-analysis performance estimator and rule engine or the post-processing rule engine comprises at least one rule for considering the results previously acquired in the environment.

29. The apparatus of claim 15 wherein the pre-analysis performance estimator and rule engine or the post-processing rule engine comprises at least one rule for considering computer telephony information related to the at least one interaction.

30. The apparatus of claim 15 further comprising:

a quality evaluator component for determining the quality of the at least one audio interaction segment.

33. The apparatus of claim 15 wherein the at least one audio analysis engine is a recognition engine.

34. The apparatus of claim 33 wherein the recognition engine is selected from the group consisting of a word spotting engine, an excitement detecting engine, a call flow analyzer, a voice recognition engine, a full transcription engine, and a topic identification engine.