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 telephone call in a contact center, comprising:
- establishing the telephone call between a human agent and a remote party using a call handler;
determining that consent from the remote party is required to record the telephone call;
providing a graphical indication on a computer used by the human agent indicating the consent from the remote party is required to record the telephone call;
providing the audio of the telephone call from the call handler to a speech analytics system (“
SAS”
) 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;
providing a first one or more speech-related event notifications from the SAS to a call recording application specific module (“
CR-ASM”
) executing on an application specific processing system indicating the first audio stream comprises a request from the human agent to obtain the consent from the remote party to record the telephone call;
detecting by the SAS in the second audio stream the remote party providing the consent to record the telephone call;
providing a second one or more speech-related event notifications from the SAS to the CR-ASM indicating the second audio stream comprises the remote party providing the consent to record the telephone call; and
causing the audio of the telephone call to be recorded in one or more storage media by the CR-ASM in response to receiving the second one or more speech-related event notifications.
9 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.
132 Citations
13 Claims
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1. A method for automatically recording audio of a telephone call in a contact center, comprising:
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establishing the telephone call between a human agent and a remote party using a call handler; determining that consent from the remote party is required to record the telephone call; providing a graphical indication on a computer used by the human agent indicating the consent from the remote party is required to record the telephone call; providing the audio of the telephone call from the call handler to a speech analytics system (“
SAS”
) 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;providing a first one or more speech-related event notifications from the SAS to a call recording application specific module (“
CR-ASM”
) executing on an application specific processing system indicating the first audio stream comprises a request from the human agent to obtain the consent from the remote party to record the telephone call;detecting by the SAS in the second audio stream the remote party providing the consent to record the telephone call; providing a second one or more speech-related event notifications from the SAS to the CR-ASM indicating the second audio stream comprises the remote party providing the consent to record the telephone call; and causing the audio of the telephone call to be recorded in one or more storage media by the CR-ASM in response to receiving the second one or more speech-related event notifications. - View Dependent Claims (2, 3, 4)
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5. A system for controlling recording of telephone calls comprising:
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a call handler configured to; establish a telephone call between a human agent and a remote party; and provide audio of the telephone call to a speech analytics component 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; and an application specific processing component configured to; determine that consent from the remote party is required to record the telephone call; provide a graphical indication on a computer used by the human agent indicating the consent from the remote party is required to record the telephone call; receive a first one or more speech-related event notifications from the speech analytics component indicating the first audio stream comprises a request from the human agent to obtain the consent from the remote party to record the telephone call; receive a second one or more speech-related event notifications from the speech analytics component indicating the second audio stream comprises the remote party providing the consent to record the telephone call; and cause the audio of the telephone call to be recorded in one or more storage media in response to receiving the second one or more speech-related event notifications. - View Dependent Claims (6, 7, 8)
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9. A non-transitory computer readable medium storing instructions that when executed by a processor cause the processor to:
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determine consent from a remote party is required to record a telephone call between a human agent and the remote party, wherein audio of the telephone call is provided to a speech analytics system using two audio streams, a first audio stream conveying speech of the human agent and a second audio stream conveying speech of the remote party; provide a graphical indication on a computer used by the human agent indicating the consent from the remote party is required to record the telephone call; receive a first one or more speech-related event notifications from the speech analytics system indicating the first audio stream comprises a request from the human agent to obtain the consent from the remote party to record the telephone call; receive a second one or more speech-related event notifications from the speech analytics system indicating the second audio stream comprises the remote party providing the consent to record the telephone call; and cause the audio of the telephone call to be recorded in one or more storage media in response to receiving the second one or more speech-related event notifications. - View Dependent Claims (10, 11, 12, 13)
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Specification