Multi-component viewing tool for contact center agents

• US 8,537,983 B1
• Filed: 03/08/2013
• Issued: 09/17/2013
• Est. Priority Date: 03/08/2013
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Haggerty, Christopher S., Koster, Karl H.
• Primary Examiner(s): SING, SIMON P
• Application Number:
  US13/790,947
• Time in Patent Office: 193 Days
• Field of Search: 379 8813- 8814
• US Class Current: 379/88.14
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 2015/221 Announcement of recognition results
• CPC Class Codes: H04M 11/00 Telephonic communication systems specially adapted for combination with other electrical systems
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/404 Collaboration among agents
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Various embodiments of the invention provide a tool for reviewing the content of communications conducted between parties. A communication is analyzed between a first and second party to determine the words present. A set of keywords are developed that represent a subset of the words determined to be present in the communication. Occurrences of the keywords in the communication are mapped to times at which they occur. An interface is provided to a user that displays a representation of the communication comprising an identifier, such as an icon, representing a particular occurrence of a keyword with respect to a timeline. The user can search, locate and review a corresponding portion of audio containing the occurrence of the keyword. This may involve playing the corresponding portion of the audio containing the occurrence of the keyword and/or displaying the corresponding portion of a transcript of the audio portion.

Claims

1. A method comprising the steps of:

analyzing an audio communication between a first party and a second party to develop a transcript of the audio communication;

analyzing words spoken during the audio communication by at least one computer processor to develop a set of keywords, in which the set of keywords comprises a subset of the words spoken during the audio communication;

providing a graphical user interface (“

GUI”

) to display on a computer monitor, the GUI comprising a timeline representing the audio communication;

displaying a plurality of sets of icons on the GUI in conjunction with the timeline, wherein each set of icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication, the keyword being from the set of keywords and the text-based icon and the audio-based icon being displayed on the GUI at one or more locations with respect to the timeline proximate to a time of the occurrence of the keyword in the audio communication;

receiving an input from a user as a result of the user selecting a particular text-based icon or a particular audio-based icon representing a particular occurrence of a particular keyword in the audio communication; and

after receiving the input;

displaying a portion of the transcript containing the particular occurrence of the particular keyword if the user selected the particular text-based icon representing the particular occurrence of the particular keyword; and

playing a portion of the audio communication containing the particular occurrence of the particular keyword if the user selected the particular audio-based icon representing the particular occurrence of the particular keyword.

2. The method of claim 1, wherein the portion of the transcript is less than an entirety of the transcript of the audio communication and the portion of the audio communication is less than an entirety of the audio communication.

3. The method of claim 1, wherein each keyword in the set of keywords has a number of occurrences in the audio communication that exceed a threshold value.

4. The method of claim 1, wherein the audio communication is associated with a voice call and the method further comprises the step of:

transferring the voice call to the user wherein (1) the voice call continues between the user and the second party and (2) the computer monitor displaying the GUI is a computer monitor being used by the user.

5. The method of claim 1 further comprising the steps of:

receiving an annotation from the user, wherein the annotation corresponds to a particular time associated with the audio communication; and

displaying an annotation icon representing the annotation on the GUI at a location with respect to the timeline proximate to the particular time associated with the audio communication.

6. The method of claim 1, wherein the GUI identifies at least one of the first party and the second party as being associated with each occurrence of the keywords in the audio communication.

7. The method of claim 1, wherein the GUI displays an information resource icon at a location with respect to the timeline proximate to a time when the first party accessed an information resource during the audio communication.

8. A tangible computer-readable storage medium comprising computer-executable instructions configured to cause at least one computer processor to:

analyze an audio communication between a first party and a second party to develop a transcript of the audio communication;

analyze words spoken during the audio communication to develop a set of keywords, in which the set of keywords comprises a subset of the words spoken during the audio communication;

provide a graphical user interface (“

GUI”

) to display on a computer monitor, the GUI comprising a timeline representing the audio communication;

display a plurality of sets of icons on the GUI in conjunction with the timeline, wherein each set of icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication, the keyword being from the set of keywords and the text-based icon and the audio-based icon being displayed on the GUI at one or more locations with respect to the timeline proximate to a time of the occurrence of the keyword in the audio communication;

receive an input from a user as a result of the user selecting a particular text-based icon or a particular audio-based icon representing a particular occurrence of a particular keyword in the audio communication; and

after receiving the input;

display a portion of the transcript containing the particular occurrence of the particular keyword if the user selected the particular text-based icon representing the particular occurrence of the particular keyword; and

play a portion of the audio communication containing the particular occurrence of the particular keyword if the user selected the particular audio-based icon representing the particular occurrence of the particular keyword.

9. The tangible computer-readable storage medium of claim 8, wherein the portion of the transcript is less than an entirety of the transcript of the audio communication and the portion of the audio communication is less than an entirety of the audio communication.

10. The tangible computer-readable storage medium of claim 8, wherein each keyword in the set of keywords has a number of occurrences in the audio communication that exceed a threshold value.

11. The tangible computer-readable storage medium of claim 8, wherein the audio communication is associated with a voice call and the computer-executable instructions are further configured for causing the at least one computer processor to:

transfer the voice call to the user wherein (1) the voice call continues between the user and the second party and (2) the computer monitor displaying the GUI is a computer monitor being used by the user.

12. The tangible computer-readable storage medium of claim 8, wherein the computer-executable instructions are further configured for causing the at least one computer processor to:

receive an annotation from the user, wherein the annotation corresponds to a particular time associated with the audio communication; and

display an annotation icon representing the annotation on the GUI at a location with respect to the timeline proximate to the particular time associated with the audio communication.

13. The tangible computer-readable storage medium of claim 8, wherein the GUI identifies at least one of the first party and the second party as being associated with each occurrence of the keywords in the audio communication.

14. The tangible computer-readable storage medium of claim 8, wherein the GUI displays an information resource icon at a location with respect to the timeline proximate to a time when the first party accessed an information resource during the audio communication.

15. A system comprising at least one computer processor configured to:

analyze an audio communication between a first party and a second party to develop a transcript of the audio communication;

analyze words spoken during the audio communication to develop a set of keywords, in which the set of keywords comprises a subset of the words spoken during the audio communication;

provide a graphical user interface (“

GUI”

) to display on a computer monitor, the GUI comprising a timeline representing the audio communication;

display a plurality of sets of icons on the GUI in conjunction with the timeline, wherein each set of icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication, the keyword being from the set of keywords and the text-based icon and the audio-based icon being displayed on the GUI at one or more locations with respect to the timeline proximate to a time of the occurrence of the keyword in the audio communication;

receive an input from a user as a result of the user selecting a particular text-based icon or a particular audio-based icon representing a particular occurrence of a particular keyword in the audio communication; and

after receiving the input;

display a portion of the transcript containing the particular occurrence of the particular keyword if the user selected the particular text-based icon representing the particular occurrence of the particular keyword; and

play a portion of the audio communication containing the particular occurrence of the particular keyword if the user selected the particular audio-based icon representing the particular occurrence of the particular keyword.

16. The system of claim 15, wherein the portion of the transcript is less than an entirety of the transcript of the audio communication and the portion of the audio communication is less than an entirety of the audio communication.

17. The system of claim 15, wherein each keyword in the set of keywords has a number of occurrences in the audio communication that exceed a threshold value.

18. The system of claim 15, wherein the audio communication is associated with a voice call and the at least one computer processor is further configured to:

transfer the voice call to the user wherein (1) the voice call continues between the user and the second party and (2) the computer monitor displaying the GUI is a computer monitor being used by the user.

19. The system of claim 15, wherein the at least one computer processor is further configured to:

receive an annotation from the user, wherein the annotation corresponds to a particular time associated with the audio communication; and

display an annotation icon representing the annotation on the GUI at a location with respect to the timeline proximate to the particular time associated with the audio communication.

20. The system of claim 15, wherein the GUI identifies at least one of the first party and the second party as being associated with each occurrence of the keywords in the audio communication.

21. The system of claim 15, wherein the GUI displays an information resource icon at a location with respect to the timeline proximate to a time when the first party accessed an information resource during the audio communication.