Recognition processing of a plurality of streaming voice signals for determination of a responsive action thereto
First Claim
1. In an apparatus comprising at least one processing device, a method for processing a plurality of streaming voice signals, the method comprising:
- continuously analyzing, by a voice recognition component, a streaming voice signal of the plurality of streaming voice signals to detect occurrence of an unprompted predetermined utterance made by a caller to a human agent to provide a detected utterance;
determining, by a significance determination component operably connected to the voice recognition component, response-determinative significance of the detected utterance; and
providing, by the significance determination component, at least an indication of the response-determinative significance to the human agent in order for the agent to determine how best to respond to the caller,wherein a responsive action is determined based on the response-determinative significance of the detected utterance.
2 Assignments
0 Petitions
Accused Products
Abstract
Streaming voice signals, such as might be received at a contact center or similar operation, are analyzed to detect the occurrence of one or more unprompted, predetermined utterances. The predetermined utterances preferably constitute a vocabulary of words and/or phrases having particular meaning within the context in which they are uttered. Detection of one or more of the predetermined utterances during a call causes a determination of response-determinative significance of the detected utterance(s). Based on the response-determinative significance of the detected utterance(s), a responsive action may be further determined. Additionally, long term storage of the call corresponding to the detected utterance may also be initiated. Conversely, calls in which no predetermined utterances are detected may be deleted from short term storage. In this manner, the present invention simplifies the storage requirements for contact centers and provides the opportunity to improve caller experiences by providing shorter reaction times to potentially problematic situations.
-
Citations
24 Claims
-
1. In an apparatus comprising at least one processing device, a method for processing a plurality of streaming voice signals, the method comprising:
-
continuously analyzing, by a voice recognition component, a streaming voice signal of the plurality of streaming voice signals to detect occurrence of an unprompted predetermined utterance made by a caller to a human agent to provide a detected utterance; determining, by a significance determination component operably connected to the voice recognition component, response-determinative significance of the detected utterance; and providing, by the significance determination component, at least an indication of the response-determinative significance to the human agent in order for the agent to determine how best to respond to the caller, wherein a responsive action is determined based on the response-determinative significance of the detected utterance. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. An apparatus for processing a plurality of streaming voice signals comprising:
-
at least one processor; and at least one storage device operably connected to the at least one processor and having stored thereon executable instructions that, when executed by the at least one processor, cause the apparatus to; continuously analyze a streaming voice signal of the plurality of streaming voice signals to detect occurrence of an unprompted predetermined utterance made by a caller to a human agent to provide a detected utterance; determine response-determinative significance of the detected utterance; and provide at least an indication of the response-determinative significance to the human agent in order for the agent to determine how best to response to the caller, wherein a responsive action is determined based on the response-determinative significance of the detected utterance. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
-
-
19. An apparatus for processing a plurality of streaming voice signals comprising:
-
a voice recognition component operable to detect occurrence of an unprompted predetermined utterance made by a caller to a human agent in a streaming voice signal of the plurality of streaming voice signals to provide a detected utterance; and a significance determination component, operably connected to the voice recognition component, operable to determine response-determinative significance of the detected utterance and provide at least an indication of the response-determinative significance to the human agent in order for the agent to determine how best to respond to the caller, wherein a responsive action is determined based on the response-determinative significance of the detected utterance. - View Dependent Claims (20, 21, 22, 23, 24)
-
Specification