Functions and associated communication capabilities for a speech analytics component to support agent compliance in a call center
First Claim
1. A speech analytics component in a call center comprising:
- a first interface for receiving a voice call from a call handler identified by a call reference value, the voice call comprising a first data stream associated with an agent and a second data stream associated with a remote party;
a second interface for receiving commands from the call handler;
a memory configured to store a plurality of keyword sets; and
a microprocessor configured to;
receive the voice call at the first interface associated with the call reference value,receive a first command at the second interface identifying a keyword set from among the plurality of keyword sets, the call reference value, and a party identifier associated with a party comprising at least one of the agent and the remote party, wherein the first command indicates application of the keyword set for analyzing speech of the party on the voice call,analyze the speech from the party using the keyword set identified from among the plurality of keyword sets to determine whether the party speaks a keyword in the keyword set, andprovide an indication over the second interface to the call handler indicating detection of the keyword in the keyword set in the speech from the party.
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Accused Products
Abstract
A command set and associated capabilities are defined for a speech analytics component (“SAC”) in a call center. The speech analytics component is used to monitor speech of an agent and a remote party on a call for the purpose of determining whether the agent is complying with various call center policies or applicable regulations. The command set allows the call handler to instruct the SAC to load a keyword set into memory for future use, apply the keyword set to an indicated call and for an indicated party, to remove use of the keyword set, and to release the keyword set from memory. This allows the SAC to monitor speech as required for a particular context, which is known to the call handler, but not necessarily by the SAC. In this way, efficient use of the SAC processing resource is obtained for various call contexts.
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Citations
20 Claims
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1. A speech analytics component in a call center comprising:
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a first interface for receiving a voice call from a call handler identified by a call reference value, the voice call comprising a first data stream associated with an agent and a second data stream associated with a remote party; a second interface for receiving commands from the call handler; a memory configured to store a plurality of keyword sets; and a microprocessor configured to; receive the voice call at the first interface associated with the call reference value, receive a first command at the second interface identifying a keyword set from among the plurality of keyword sets, the call reference value, and a party identifier associated with a party comprising at least one of the agent and the remote party, wherein the first command indicates application of the keyword set for analyzing speech of the party on the voice call, analyze the speech from the party using the keyword set identified from among the plurality of keyword sets to determine whether the party speaks a keyword in the keyword set, and provide an indication over the second interface to the call handler indicating detection of the keyword in the keyword set in the speech from the party. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for processing speech from a call in a call center comprising:
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establishing a call leg from a call handler to a speech analytics component in the call center, wherein the call leg is identified by a call reference value, wherein the call reference value is associated with the call, and the call is between an agent and a remote party; providing a first message from the call handler to the speech analytics component identifying the call reference value, a party identifier of a party on the call, and a first keyword set from among a plurality of keyword sets to be used by the speech analytics component for analyzing speech of the party, wherein the party comprises at least one of the agent and the remote party; analyzing the speech of the party using the first keyword set by the speech analytics component to detect a keyword from the first keyword set in the speech of the party identified by the party identifier; and transmitting an indication from the speech analytics component to the call handler indicating detection of the keyword in the speech of the party and the call reference value. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A computer-readable, non-transitory medium storing instructions that when executed by a processor cause the processor to:
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store a call reference value associated with a first received call from a call handler at a first interface, wherein the first received call is between an agent and a remote party; process a first command received identifying a keyword set from among a plurality of keyword sets, the call reference value, and a party indicator identifying one of the agent or the remote party, wherein the first command indicates application of the keyword set for detecting a keyword of the keyword set in speech by a party on the first received call; determine the keyword of the keyword set was spoken by the party; and transmit an indication over a second interface to the call handler indicating detection of the keyword in the keyword set in the speech from the party, the indication further comprising the party indicator and the call reference value. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification