Systems and methods for analyzing communication sessions

• US 8,315,867 B1
• Filed: 03/27/2007
• Issued: 11/20/2012
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Blair, Christopher D., Watson, Joseph
• Primary Examiner(s): Abebe, Daniel D
• Application Number:
  US11/691,521
• Time in Patent Office: 2,065 Days
• Field of Search: 704/246, 704/251, 379/88.1, 705/1
• 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 an agent and a customer; and performing 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 a contact center and a customer, said method comprising:

recording the communication session at a computing device;

analyzing the communication session if the communication session is not a private communication session at the computing device; and

if the communication session is not a private communication session;

identifying those portions of the communication session not containing speech of at least one of an agent and the customer at the computing device; and

performing processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of an agent and the customer at the computing device.

2. The method of claim 1, further comprising deleting the portions not attributable to at least one of the agent and the customer from the recording.

3. The method of claim 1, further comprising performing processing comprises performing post-recording processing on the remaining portions.

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

5. The method of claim 1, wherein

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

and

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.

6. The method of claim 1, wherein the private communication is a private voicemail message.

7. A method for analyzing communication sessions comprising:

analyzing the communication session if the communication session is not a private communication session at a computing device; and

if the communication session is not a private communication session;

determining a portion of the communication session not attributable to a voice component of at least one party of the communication session at the computing device; and

excluding the portion of the communication session, not attributable to a voice component of at least one party of the communication session, from processing at the computing device.

8. The method of claim 7, wherein the processing comprises speech recognition processing.

9. The method of claim 7, wherein the processing comprises phonetic analysis.

10. The method of claim 7, wherein the portion of the communication session comprises music.

11. The method of claim 10, wherein the music is provided as music on hold.

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

13. The method of claim 12, wherein the announcement comprises a synthetic human voice.

14. The method of claim 7, wherein the portion of the communication session comprises audio from an interactive voice response (IVR) system.

15. The method of claim 7, wherein the portion of the communication session comprises dual tone multi-frequency (DTMF) audio.

16. The method of claim 7, further comprising recording the communication session.

17. The method of claim 16, further comprising deleting the portion not attributable to the at least one party from the recording.

18. The method of claim 7, wherein excluding comprises identifying portions of the communication session not attributable to the at least one party.

19. A system for analyzing communication sessions comprising:

a voice analysis system operative to receive information corresponding to a communication session and perform processing on the information, wherein voice analysis system is configured to;

analyze the communication session if the communication session is not a private communication session; and

if the communication session is not a private communication session;

determine a portion of the communication session not attributable to a voice component of at least one party of the communication session at the computing device; and

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 the processing.

20. The system of claim 19, wherein the voice analysis system is configured to perform at least one of speech recognition and phonetic analysis during the processing.