Systems and methods for intelligent call transcription

• US 8,611,507 B2
• Filed: 11/30/2012
• Issued: 12/17/2013
• Est. Priority Date: 12/19/2008
• Status: Active Grant

• Current Assignee: Rakuten Group, Inc.
• Original Assignee: AT&T Mobility II LLC (AT&T, Inc.)
• Inventors: Mikan, Jeffrey, McNamara, Justin, Lewis, John, Cenciarelli, Fulvio
• Primary Examiner(s): Anwah, Olisa
• Application Number:
  US13/690,955
• Publication Number:
  US 20130089189A1
• Time in Patent Office: 382 Days
• Field of Search: 379/68, 379/88.08, 379/88.11, 379/88.22, 379/88.23, 379/67.1, 379/88.14, 704/1, 704/200
• US Class Current: 379/88.11
• 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: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 3/5322 for recording text messages

Abstract

Intelligent call transcript systems and methods are disclosed. An intelligent call transcript system can create a transcript of a telephonic communication and supplement the transcript with additional information automatically or upon request. Additional information may be added when key words are detected, such as adding acronym expansion when an acronym is detected or adding identifying information to an important task when mention of the task is detected. Portions of the transcript may also be sent as messages, text-based or audio, upon detection of key words or at the instruction of a user or device.

Claims

1. A method comprising:

receiving, on a network device, a telephonic communication comprising speech;

transcribing, on the network device, the telephonic communication to generate a transcript;

detecting, on the network device, an instruction generated by a telephone within the telephonic communication;

determining, on the network device, that the telephone is associated with an authorized user; and

responsive to detecting the instruction and determining that the telephone is associated with the authorized user, supplementing, on the network device, the transcript with additional information.

2. The method of claim 1, wherein the additional information comprises at least one of a tag, highlighting, a hyperlink, text, or a marking.

3. The method of claim 1, wherein supplementing the transcript with the additional information comprises supplementing a portion of the transcript associated with a predetermined amount of time with the additional information.

4. The method of claim 1, wherein the additional information comprises a hyperlink that links to a portion of an audio recording of the telephonic communication.

5. The method of claim 1, further comprising, responsive to detecting the instruction, transmitting a communication.

6. The method of claim 5, wherein the communication comprises a portion of the transcript.

7. The method of claim 5, wherein the communication comprises a portion of the telephonic communication.

8. A system comprising:

a memory comprising instructions; and

a processor coupled to the memory, wherein, when executing the instructions, the processor effectuates operations comprising;

receiving a telephonic communication comprising speech;

transcribing the telephonic communication to generate a transcript;

detecting an instruction generated by a telephone within the telephonic communication;

determining that the telephone is associated with an authorized user; and

supplementing the transcript with additional information responsive to detecting the instruction and determining that the telephone is associated with the authorized user.

9. The system of claim 8, wherein the additional information comprises at least one of a tag, highlighting, a hyperlink, text, or a marking.

10. The system of claim 8, wherein the operation of supplementing the transcript with the additional information comprises supplementing a portion of the transcript associated with a predetermined amount of time with the additional information.

11. The system of claim 8, wherein the additional information comprises a hyperlink that links to an audio recording of the telephonic communication.

12. The system of claim 8, wherein the operations further comprise, responsive to detecting the instruction, transmitting a communication.

13. The system of claim 12, wherein the communication comprises a portion of the transcript.

14. The system of claim 12, wherein the communication comprises a portion of the telephonic communication.

15. A computer-readable storage medium that is not a transient signal, the computer-readable storage medium comprising executable instructions, which when executed by a processor, cause the processor to effectuate operations comprising:

receiving a telephonic communication comprising speech;

transcribing the telephonic communication to generate a transcript;

detecting an instruction generated by a telephone within the telephonic communication;

determining that the telephone is associated with an authorized user; and

responsive to detecting the instruction and determining that the telephone is associated with the authorized user, supplementing the transcript with additional information.

16. The computer-readable storage medium of claim 15, wherein the additional information comprises at least one of a tag, highlighting, a hyperlink, text, or a marking.

17. The computer-readable storage medium of claim 15, wherein the operation of supplementing the transcript with the additional information comprises supplementing a portion of the transcript associated with a predetermined amount of time with the additional information.

18. The computer-readable storage medium of claim 15, wherein the operations further comprise, responsive to detecting the instruction, transmitting a communication.

19. The computer-readable storage medium of claim 18, wherein the communication comprises a portion of the transcript.

20. The computer-readable storage medium of claim 18, wherein the communication comprises a portion of the telephonic communication.