Using a speech analytics system to control recording contact center calls in various contexts
First Claim
1. A method for automatically recording audio of a call in a contact center, comprising:
- establishing the call by the contact center between a human agent and a remote party using a call handler;
providing audio of the call from the call handler to a speech analytics module (“
SAM”
) using two audio streams, wherein a first audio stream conveys speech of the human agent and a second audio stream conveys speech of the remote party;
receiving a call-related event notification at a call recording application specific module (“
CR-ASM”
), wherein the call-related event notification indicates establishment of the call and is provided to the CR-ASM by either the call handler or the SAM;
generating a call instance data structure in response to receiving the call-related event notification;
analyzing by the SAM the speech of the first stream to detect a request from the human agent to obtain authorization from the remote party to record the call;
providing a first one or more speech-related event notifications from the SAM to an event handler module indicating the first audio stream comprises the request from the human agent to obtain authorization from the remote party to record the call;
providing the first one or more speech-related event notifications from the event handler module to the CR-ASM;
modifying the call instance data structure by the CR-ASM in response to receiving the first one or more speech-related event notification;
analyzing by the SAM the speech of the second stream to detect consent provided from the remote party to record the call;
providing a second one or more speech-related event notifications by the SAM to the event handler module indicating the second audio stream comprises consent to record the call;
providing the second one or more speech-related event notifications from the event handler module to the CR-ASM; and
causing by the CR-ASM recording of the audio of the call in response to receiving the second one or more speech-related event notifications.
10 Assignments
0 Petitions
Accused Products
Abstract
An architecture and process flow for a system that processes event notifications from a speech analytics system for the purpose of controlling the recording of calls in a contact center for various contexts. Based on the regulatory context of the call, call recording may require requesting and receiving consent from the remote party to record the call. A speech analytics system operating in conjunction with an event handler module and a call recording application specific module can facilitate automatically recording the call and minimize agent intervention. The application specific module may provide icons and text on the agent'"'"'s display to remind or inform the agent of the context and various conditions. The application specific module may also control various recording equipment.
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Citations
19 Claims
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1. A method for automatically recording audio of a call in a contact center, comprising:
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establishing the call by the contact center between a human agent and a remote party using a call handler; providing audio of the call from the call handler to a speech analytics module (“
SAM”
) using two audio streams, wherein a first audio stream conveys speech of the human agent and a second audio stream conveys speech of the remote party;receiving a call-related event notification at a call recording application specific module (“
CR-ASM”
), wherein the call-related event notification indicates establishment of the call and is provided to the CR-ASM by either the call handler or the SAM;generating a call instance data structure in response to receiving the call-related event notification; analyzing by the SAM the speech of the first stream to detect a request from the human agent to obtain authorization from the remote party to record the call; providing a first one or more speech-related event notifications from the SAM to an event handler module indicating the first audio stream comprises the request from the human agent to obtain authorization from the remote party to record the call; providing the first one or more speech-related event notifications from the event handler module to the CR-ASM; modifying the call instance data structure by the CR-ASM in response to receiving the first one or more speech-related event notification; analyzing by the SAM the speech of the second stream to detect consent provided from the remote party to record the call; providing a second one or more speech-related event notifications by the SAM to the event handler module indicating the second audio stream comprises consent to record the call; providing the second one or more speech-related event notifications from the event handler module to the CR-ASM; and causing by the CR-ASM recording of the audio of the call in response to receiving the second one or more speech-related event notifications. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for controlling recording of calls comprising:
a processor configured to; receive a call-related event notification indicating establishment of a call between a human agent and a remote party, wherein a call leg of the call is established between a call handler and a speech analytics module (“
SAM”
), and wherein the call leg comprises a first audio stream conveying speech of the human agent and a second audio stream conveying speech of the remote party;generate a call instance data structure in response to the call-related event notification; receive a first speech-related event notification from an event handler module configured to receive a first corresponding notification from the SAM indicating detection of the speech in the first audio stream of the human agent requesting the remote party for consent to record the call; modify the call instance data structure reflecting the human agent prompting the remote party for consent to record the call; receive a second speech-related event notification from the event handler module configured to receive a second corresponding notification from the SAM indicating detection in the speech in the second audio stream of the remote party providing consent to record the call; and cause audio of the call from both the human agent and the remote party on the call to be recorded after processing the second speech-related event notification. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A non-transitory computer readable medium storing instructions that when executed by a processor cause the processor to:
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process a first event notification comprising a call-related event notification indicating establishment of a call between a human agent and a remote party involving a call handler, wherein a call leg of the call is established between the call handler and a speech analytics module (“
SAM”
), and wherein the call leg comprises a first audio stream conveying speech of the human agent and a second audio stream conveying speech of the remote party;generate a call instance data structure in response to the first event notification; process a second event notification comprising a first speech-related event notification received from an event handler module configured to receive a first corresponding first notification from the SAM, the second event notification indicating detection of the speech of the human agent in the first audio stream comprising a request to obtain authorization from the remote party to record the call; modify the call instance data structure reflecting the human agent requested the remote party for consent to record the call; process a third event notification comprising a second speech-related event notification received from the event handler module configured to receive a second corresponding notification from the SAM, the third event notification indicating detection of the speech in the second audio stream of the remote party providing consent to record the call; and cause audio of the call from both the human agent and the remote party to be recorded in response to processing the third event notification. - View Dependent Claims (14, 15, 16, 17, 18, 19)
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Specification