Audio archive generation and presentation

• US 9,210,263 B2
• Filed: 04/09/2015
• Issued: 12/08/2015
• Est. Priority Date: 02/05/2007
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Meng, Fan Ping, Qin, Yong, Shi, Qin, Shuang, Zhi Wei
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Huynh, Van D
• Application Number:
  US14/682,171
• Publication Number:
  US 20150215458A1
• Time in Patent Office: 243 Days
• Field of Search: 379/69, 379/88.01, 379/88.04, 379/88.13, 379/88.17, 379/265.09, 379/265.12, 704/275
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method, information processing system, and computer program storage product for automatically generating auditory archives in a customer service environment are disclosed. A communication link with an end user is established. An information form is retrieved. The information form includes at least a category choice information set and at least one audio recoding information set. The end user is prompted to answer a set of questions based on information in the information form. A data set associated with each answer to each question in the set of questions given by the end user is stored. The data is stored under a set of fields corresponding to a question. Each data set stored under the set of fields for each question in the set of questions are combined with each other. An audio archive file is generated including the data sets that have been combined.

Claims

1. A method for automatically generating auditory archives in a customer service environment, the method on an information processing system comprising:

retrieving an information form file, wherein the information form file comprises at least a category choice information set and at least one audio recording information set;

prompting, in response to the retrieving, an end user to answer a set of questions based on the category choice information set and the audio recording information set stored within the information form file;

storing a data set associated with each answer to each question in the set of questions given by the end user, wherein at least a first data set of the data set is stored in the information form file in a storage area corresponding to the category choice information set, and wherein at least a second data set of the data set is stored in the information form file in a storage area corresponding to the audio recording information set;

generating auditory data representing the first data set corresponding to the category choice information set;

combining the first data set and the second data set into a combined auditory data set having a given sequence; and

storing the combined auditory data set.

2. The method of claim 1, wherein the information form further comprises at least one of an auditory archive information set, a time tag information set, and an index information set.

3. The method of claim 1, wherein the combining further comprises:

determining that at least one data set comprises data in a form of text; and

converting the data in the form of text into an audio format.

4. The method of claim 1, wherein the prompting further comprising:

prompting the end user to answer at least one question corresponding to the category information set via at least one of voice and keypad entry and at least one question corresponding to the audio recording set via voice.

5. The method of claim 1, wherein combining further comprises at least one of:

adding at least one voice prompt to each data set combined;

deleting redundant voice information detected between each data set; and

deleting intervals of silence greater than a given threshold.

6. The method of claim 2, wherein the generating further comprises generating time tag information corresponding to a set of audio recordings stored in the auditory data;

and

storing the time tag information into the time tag information set in the information form.

7. The method of claim 2, wherein the generating further comprises:

generating index information corresponding to a set of audio recordings stored in the auditory data; and

storing the index information into the index information set in the information form.

8. An information processing system for automatically generating auditory archives in a customer service environment, the information processing system comprising:

a memory;

a processor communicatively coupled to the memory; and

an Interactive Voice Response (“

IVR”

) module communicatively coupled to the memory and the processor, wherein the IVR module is adapted to;

retrieve an information form file, wherein the information form file comprises at least a category choice information set and at least one audio recording information set;

prompt, in response to the retrieving, an end user to answer a set of questions based on the category choice information set and the audio recording information set stored within the information form file;

store a data set associated with each answer to each question in the set of questions given by the end user, wherein at least a first data set of the data set is stored in the information form file in a storage area corresponding to the category choice information set, and wherein at least a second data set of the data set is stored in the information form file in a storage area corresponding to the audio recording information set;

generate auditory data representing the first data set corresponding to the category choice information set;

combine the first data set and the second data set into a combined auditory data set having a given sequence; and

store the combined auditory data set.

9. The information processing system of claim 8, wherein the information form further comprises at least one of an auditory archive information set, a time tag information set, and an index information set.

10. The information processing system of claim 9, wherein the IVR module is further adapted to generate by:

generating time tag information corresponding to a set of audio recordings stored in the auditory data; and

storing the time tag information into the time tag information set in the information form file.

11. The information processing system of claim 9, wherein the IVR module is further adapted to generate by:

generating index information corresponding to a set of audio recordings stored in the auditory data; and

storing the index information into the index information set in the information form file.

12. The information processing system of claim 8, wherein the IVR module is further adapted to combine by:

determining that at least one data set comprises data in a form of text; and

converting the data in the form of text into an audio format.

13. The information processing system of claim 8, wherein the IVR module is further adapted to prompt:

prompting the end user to answer at least one question corresponding to the category information set via at least one of voice and keypad entry and at least one question corresponding to the audio recording set via voice.

14. The information processing system of claim 8, wherein the IVR module is further adapted to combine by at least one of:

adding at least one voice prompt to each data set combined;

deleting redundant voice information detected between each data set; and

deleting intervals of silence greater than a given threshold.

15. A computer program storage product deivce for automatically generating auditory archives in a customer service environment, the computer program storage product device comprising instructions for:

retrieving an information form file, wherein the information form file comprises at least a category choice information set and at least one audio recording information set;

prompting, in response to the retrieving, an end user to answer a set of questions based on the category choice information set and the audio recording information set stored within the information form file;

storing a data set associated with each answer to each question in the set of questions given by the end user, wherein at least a first data set of the data set is stored in the information form file in a storage area corresponding to the category choice information set, and wherein at least a second data set of the data set is stored in the information form file in a storage area corresponding to the audio recording information set;

generating auditory data representing the first data set corresponding to the category choice information set;

combining the first data set and the second data set into a combined auditory data set having a given sequence; and

storing the combined auditory data set.

16. The computer program storage product deivce of claim 15, wherein the information form file further comprises at least one of an auditory archive information set, a time tag information set, and an index information set.

retrieving an information form file, wherein the information form file comprises at least a category choice information set and at least one audio recording information set;

prompting, in response to the retrieving, an end user to answer a set of questions based on the category choice information set and the audio recording information set stored within the information form file;

storing a data set associated with each answer to each question in the set of questions given by the end user, wherein at least a first data set is stored in the information form file in a storage area corresponding the category choice information set, and wherein at least a second data set is stored in the information form file in a storage area corresponding to the audio recording information set;

generating auditory data representing the first data set corresponding to the category choice information set;

combining the first data set and the second data set into a combined auditory data set having a given sequence; and

storing the combined auditory data.

17. The computer program storage product device of claim 16, wherein the instructions for generating further comprise instructions for:

generating index information corresponding to a set of audio recordings stored in an auditory archive file; and

storing the index information into the index information set in the information form file.

18. The computer program storage product device of claim 15, wherein the instructions for combining further comprise instructions for:

determining that at least one data set comprises data in a form of text; and

converting the data in the form of text into an audio format.

19. The computer program storage product device of claim 15, wherein the instructions for prompting further comprise instructions for:

prompting an end user to answer at least one question corresponding to a category information set via at least one of voice and keypad entry and at least one question corresponding to a audio recording set via voice.

20. The computer program storage product device of claim 15, wherein the instructions for combining further comprise instructions for at least one of:

adding at least one voice prompt to each data set combined;

deleting redundant voice information detected between each data set;

deleting intervals of silence greater than a given threshold;

generating time tag information corresponding to a set of audio recordings stored in an auditory archive file associated with the information form; and

storing the time tag information into the time tag information set in the information form.