Apparatus, system and method for dispute resolution, regulation compliance and quality management in financial institutions

• US 9,712,665 B2
• Filed: 04/09/2003
• Issued: 07/18/2017
• Est. Priority Date: 04/09/2003
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Ltd
• Inventors: Adar, Roy, Shermister, Shai, Nisani, Motti
• Primary Examiner(s): Araque, Jr., Gerardo
• Application Number:
  US10/509,373
• Publication Number:
  US 20060089837A1
• Time in Patent Office: 5,214 Days
• Field of Search: 705 1
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 20/04 Payment circuits
• CPC Class Codes: G06Q 30/018 Certifying business or products
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G06Q 50/182 Alternative dispute resolution
• CPC Class Codes: G07F 19/207 Surveillance aspects at ATMs
• CPC Class Codes: G07G 3/003 Anti-theft control theft alarms G08B13/00
• CPC Class Codes: H04M 3/2227 Quality of service monitoring

Abstract

An apparatus, system and method for multimedia capturing, logging and retrieval are disclosed. The apparatus provides time synchronized voice and data interactions capturing and logging, secured playback and retrieval functionality for dispute resolution, for detecting negative and positive conduct, for business analysis and performance, and for quality management. The apparatus provides for synchronization and association of multi-media interactions for financial transactions in order to provide for the retrieval, playback, and review of the transaction-specific events in their temporally correct and integrated sequence.

Claims

1. An apparatus for detecting misconduct related to a transaction associated with an organization, the apparatus comprising one or more computers or processors for executing software components, the software components comprising:

a capturing component for capturing an interaction containing audio, wherein the interaction constitutes communication with the organization;

a transaction receiving component for receiving a transaction, wherein the transaction constitutes a financial deal with at least one financial institution separate from the organization and the interaction;

an association component to associate the interaction with the transaction based on determining the interaction as previously leading to the transaction and further creating and setting, based on data provided by a party to the transaction, a unique identifier to the interaction in data of the transaction which is duplicated in data of the transaction, and linking data of the interaction with data of the transaction using the unique identifier that is consequently common to the interaction and the transaction;

an at least one recording and logging component for storing the interaction, and the transaction in an organization database;

a retrieval component for retrieving the interaction and the transaction from the organization database;

an audio content analysis component for performing audio content analysis on the interaction and detecting a predetermined word or sentence mentioned in the interaction;

a transaction analysis component for analyzing the transaction and detecting a suspicious transaction; and

a business analysis component for identifying misconduct associated with the organization, based on the predetermined word or sentence and the suspicious transaction,

wherein said capturing component is programmed to capture information from devices selected from the group consisting of;

a telephone, a fax, an e-mail server, an analog video camera, a digital video camera, an analog audio microphone, and a digital audio microphone.

2. The apparatus of claim 1 further comprising a secure access component to provide for secure, controlled and limited access to the interaction and the transaction.

3. The apparatus of claim 2 wherein the secure access to the interaction is based on password-protected permission granting process, wherein the secure access is a password and time based access.

4. The apparatus for claim 1 further comprising:

a database for storing meta-data related to the interaction.

5. The apparatus of claim 1 further comprising a speech analysis component for detecting voice characteristics within the interaction.

6. The apparatus of claim 1 further comprising a notification message-generating component for generating a notification message associated with the interaction, the notification message is associated with misconduct, dispute resolution, or with a request for playback.

7. The apparatus of claim 1 further comprising:

a monitoring component to monitor in real-time the content of the interaction;

an evaluation component to evaluate the performance or level of service of a representative; and

a surveillance component to detect and monitor a behavior pattern of the representative.

8. The apparatus of claim 7 wherein the monitoring component, the surveillance component, and the business analysis component provide information in real time or off line.

9. The apparatus of claim 1 wherein the interaction is between at least two parties.

10. The apparatus of claim 1 further comprising an automatic scheduler component for the automatic selection of interactions to be monitored, analyzed and evaluated.

11. The apparatus of claim 1 wherein the interaction is an audio or video interaction.

12. The apparatus of claim 1 wherein the transaction is captured through capturing screen events occurring on a screen used by a trader.

13. The apparatus of claim 1 further comprising a time synchronizing component for synchronizing the interaction with a second interaction associated with the transaction.

14. The apparatus of claim 1 wherein the misconduct relates to fraudulent behavior.

15. A method for identifying code of conduct non-compliance related to a transaction associated with an organization, the method comprising:

capturing an interaction containing audio by an interaction capturing device via an audio communication interface apparatus employing a Computer Telephony Integration device and a recorder device, wherein the interaction constitutes communication with the organization;

capturing a transaction by a transaction device, wherein the transaction constitutes a financial deal with at least one financial institution separate from the organization and the interaction;

associating the interaction with the transaction by determining the interaction as previously leading to the transaction and further creating and setting, based on data provided by a party to the transaction, a unique identifier to the interaction in data of the transaction which is duplicated in data of the transaction, and linking data of the interaction with data of the transaction using the unique identifier that is consequently common to the interaction and the transaction;

performing audio content analysis on the interaction for detecting a predetermined word or sentence mentioned in the interaction;

analyzing the transaction for detecting a suspicious transaction; and

identifying misconduct associated with the organization, based on the predetermined word or sentence and the suspicious transaction.

16. The method of claim 15 further comprising the step of setting up the operating parameters of the method and adaptively calibrating the operative parameters.

17. The method of claim 15 wherein the step of analyzing the transaction and the interaction is associated with a dispute.

18. The method of claim 15 wherein the step of analyzing provides for regulatory compliance or for quality management.

19. The method of claim 15 further comprising:

the step of monitoring in real-time the content of the interaction for the detection of malpractice; and

the step of automatically scheduling and automatic selection of the interaction to be monitored, analyzed and evaluated.

20. The method of claim 15 wherein the interaction is identified by a unique point-in-time based interaction identifier.

21. The method of claim 15 wherein the wherein the transaction is captured through screen events occurring on a screen used by a trader.

22. The method of claim 15 further comprising:

capturing a second interaction associated with the transaction; and

time-synchronizing the interaction with the second interaction.

23. The method of claim 15 wherein the misconduct relates to fraudulent behavior.