Methods and apparatus for audio data monitoring and evaluation using speech recognition

• US 20070011008A1
• Filed: 07/10/2006
• Published: 01/11/2007
• Est. Priority Date: 10/18/2002
• Status: Abandoned Application

• Current Assignee: RingCentral Incorporated
• Original Assignee: RingCentral Incorporated
• Inventors: Mark, Lawrence, Scarano, Robert
• Application Number:
  US11/482,876
• Publication Number:
  US 20070011008A1
• Time in Patent Office: Days
• US Class Current: 704/254
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

The present invention relates to audio data monitoring using speech recognition technology. In particular, the present invention uses business rules combined with unrestricted, natural speech recognition to monitor conversations in a customer interaction environment, literally transforming the spoken word to a retrievable data form. Implemented using the VorTecs Integration Platform (VIP), a flexible Computer Telephony Integration base, the present invention enhances quality monitoring by effectively evaluating conversations and initiating actionable events while observing for script adherence, compliance and/or order validation.

Claims

1-59. -59. (canceled)

60. A method of analyzing audio data, comprising the steps of:

determining, in response to data associated with an audio segment, an appropriate set of business rules to apply to said audio segment including creating a dynamic rule from a template and said data associated with said audio segment; and

searching said audio segment in accordance with said appropriate set of business rules.

61. The method according to claim 60 further comprising a step of processing said audio segment into a format suitable for rapid searching.

62. The method according to claim 61 wherein said step of processing said audio segment includes processing said audio segment into a format suitable for rapid phonetic searching.

63. The method according to claim 61 wherein said step of processing includes a step of identifying symbols corresponding to discrete portions of said audio segment.

64. The method according to claim 63 wherein said symbols represent respective phonemes of a set of phonemes characteristic of speech.

65. The method according to claim 60 wherein said step of searching includes the steps of:

attempting to find a match within said audio segment of a target phrase; and

in response, determining whether said target phrase is present within said audio segment at or above a specified confidence level.

66. The method according to claim 60 wherein said step of searching includes a step of searching said audio segment for a combination of a plurality of phrases occurring in a specified order within said audio segment.

67. The method according to claim 60 wherein said step of searching includes searching said audio segment for a combination of phrases in a specified temporal relationship within said audio segment.

68. The method according to claim 67 wherein said temporal relationship comprises an occurrence of said phrases within a specified time period within said audio segment.

69. The method according to claim 60 wherein said step of searching includes a step of searching said audio segment for a target phrase occurrence within a specified time period within said audio segment.

70. The method according to claim 60 further comprising the steps of:

analyzing Computer Telephony Integration (CTI) data associated with said audio segment; and

providing an indication of satisfaction of a criteria in response to said steps of searching and analyzing.

71. The method according to claim 70 wherein said step of analyzing said CTI data includes a step of analyzing CTI data selected from the set consisting of (i) called number (dialed number identification service or “

DNIS”

) and (ii) calling number (Automatic Number Identification or “

ANI”

).

72. The method according to claim 60 further comprising a step of performing order validation.

73. The method according to claim 72 wherein said step of performing order validation includes the step of comparing a parameter of an order associated with said audio segment with a content of said audio segment resulting from said searching step.

74. A method of processing audio data, comprising the steps of:

selectively, responsive to call data, analyzing an audio segment associated with said call data, including processing said audio segment into a format suitable for rapid searching;

determining, in response to said call data, an appropriate set of dynamic business rules to apply to said audio segment, said dynamic business rules created using a template and said call data; and

searching said audio segment in accordance with said appropriate set of dynamic business rules.

75. The method according to claim 74 wherein said call data includes Computer Telephony Integration data selected from the group consisting of (i) called number (dialed number identification service or “

DNIS”

) and (ii) calling number (Automatic Number Identification or “

ANI”

).

76. A system for analyzing audio data comprising:

logic responsive to data associated with an audio segment to determine an appropriate set of dynamic business rules to apply to said audio segment, said dynamic business rules created from a template and said associated data; and

a search engine operable to search said audio segment in accordance with said appropriate set of dynamic business rules.

77. The system according to claim 76 further comprising an audio processor operable to process said audio segment into a format suitable for rapid searching and said search engine is operable to search said audio segment

78. The system according to claim 76 wherein said audio processor is operable to process said audio segment into a format suitable for rapid phonetic searching and said search engine is operable to search said audio segment for phonetic information.

79. The system according to claim 76 further comprising an electronic media having stored therein said audio segment and circuitry for retrieving said audio segment from said memory and providing said audio segment to an audio processor operable to process said audio segment into a format suitable for rapid searching.

80. The system according to claim 79 wherein said audio processor is operable to process said audio segment into a format suitable for rapid phonetic searching and said search engine is operable to search said audio segment for phonetic information.

81. The system according to claim 76 wherein said search engine is further operable to:

attempt to find a match within said audio segment of a target phrase; and

in response, determine whether said target phrase is present within said audio segment at or above a specified confidence level.

82. The system according to claim 76 wherein said search engine is further operable to search said audio segment for a combination of a plurality of phrases in a specified order in said audion segment.

83. The system according to claim 76 further comprising logic operable to analyze Computer Telephony Integration (CTI) data associated with said audio segment and provide an indication of satisfaction of a criteria in response to said CTI data and an output from said search engine.

84. The system according to claim 76 further comprising logic operable to perform order validation.

85. A system of processing audio data comprising:

telephone equipment connected to receive call data;

an audio processor responsive to said call data for selectively analyzing an audio segment associated with said call data, said audio processor operable to

process said audio segment into a format suitable for rapid searching;

creating a set of dynamic business rules from a template and said call data;

search said audio segment in accordance with said appropriate set of dynamic business rules.

86. The system according to claim 85 wherein said call data includes Computer Telephony Integration data selected from the group consisting of (i) called number (dialed number identification service or “

DNIS”

) and (ii) calling number (Automatic Number Identification or “

ANI”

).

87. A method for monitoring audio data, comprising:

recording an audio segment;

setting dynamic business rules, in response to metadata associated with said audio segment and a template associated with said metadata, for searching for spoken words or phrases in said audio segment using speech recognition technology; and

searching said audio segment in accordance with said dynamic business rules.

88. The method according to claim 87 further comprising the steps of:

receiving call related event data associated with a telephone call, said call related event data related to said audio segment;

extracting said audio segment from said telephone call; and

correlating said data related to said audio segment to said audio segment.