Method and system for transcribing audio messages

• US 8,259,910 B2
• Filed: 03/14/2008
• Issued: 09/04/2012
• Est. Priority Date: 03/14/2008
• Status: Expired due to Fees

• Current Assignee: Voicecloud Incorporated
• Original Assignee: Voicecloud Incorporated
• Inventors: Afifi, Sammy S., Marolda, Gerald J. III
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US12/049,153
• Publication Number:
  US 20090232284A1
• Time in Patent Office: 1,635 Days
• Field of Search: 379/88.14, 704/9, 704/201, 704/235, 704/270, 704/270.1, 704/271, 705/1.1, 705/67, 709/206, 713/153, 715/200
• US Class Current: 379/88.14
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A transcribing method may include receiving an audio message from a customer via a telephone, determining whether one of the agent transcribers is available, storing the audio message when an agent transcriber is not available, continuing to determine whether a transcriber is available, streaming in real time a streamed portion of the audio message to a first available agent transcriber for facilitating the transcription of the streamed portion of the audio message into a first portion of a transcription text file, providing subsequently a pre-streamed recorded portion of the audio message to a subsequently available second agent transcriber for facilitating the transcription of the pre-streamed recorded portion of the audio message into a second portion of the transcription text file while the streaming in real time is continuing with the first agent transcriber, and combining the first and second portions of the transcription text file into a consolidated text file.

One embodiment of the system and method relates to streaming in one portion of the audio message to a first available agent transcriber for transcription purposes, and to providing a pre-streamed recorded portion of the same audio message to a subsequently available second agent transcriber to provide rapid transcription of the audio message.

Claims

1. A transcription method for facilitating the transcription of audio messages by a group of agent transcribers, comprising:

receiving an audio message from a customer via a telephone;

determining whether one of the agent transcribers is available;

storing the audio message when an agent transcriber is not available;

continuing to determine whether a transcriber is available;

streaming in real time a streamed portion of the audio message to a first available agent transcriber for facilitating the transcription of the streamed portion of the audio message into a first portion of a transcription text file;

providing subsequently a pre-streamed recorded portion of the audio message to a subsequently available second agent transcriber for facilitating the transcription of the pre-streamed recorded portion of the audio message into a second portion of the transcription text file while the streaming in real time is continuing with the first agent transcriber; and

combining the first and second portions of the transcription text file into a consolidated text file.

2. A transcription method according to claim 1, further including providing access to the consolidated text file for the customer.

3. A transcription method according to claim 2, further including determining whether the customer is authorized to obtain the transcription.

4. A transcription method according to claim 3, further including assigning a unique transaction identifier to the audio message when the customer is determined to be authorized.

5. A transcription method according to claim 4, further including playing a greeting for the customer.

6. A transcription method according to claim 5, further including matching agent transcribers preferences with the customer preference.

7. A transcription method according to claim 6, further including storing the audio message in an audio file.

8. A transcription method according to claim 7, further including providing access to the audio file for the customer.

9. A transcription method according to claim 8, further including determining whether the customer terminated the call in response to an agent transcriber becoming available.

10. A transcription method according to claim 9, further including passing the entire recorded audio message file to an available agent transcriber.

11. A transcription method according to claim 10, further including passing a unique transaction identifier, customer'"'"'s requested service type and the audio file to one of the agent transcribers.

21. A transcription system according to claim 10, further including means for passing the entire recorded audio message file to an available agent transcriber.

22. A transcription system according to claim 21, further including means for passing a unique transaction identifier, customer'"'"'s requested service type and the audio file to one of the agent transcribers.

12. A transcription system for facilitating the transcription of audio messages by a group of agent transcribers, comprising:

means for receiving an audio message from a customer via a telephone;

means for determining whether one of the agent transcribers is available;

means for storing the audio message when an agent transcriber is not available;

means for continuing to determine whether a transcriber is available;

means for streaming in real time a streamed portion of the audio message to a first available agent transcriber for facilitating the transcription of the streamed portion of the audio message into a first portion of a transcription text file;

means for providing subsequently a pre-streamed recorded portion of the audio message to a subsequently available second agent transcriber for facilitating the transcription of the pre-streamed recorded portion of the audio message into a second portion of the transcription text file while the streaming in real time is continuing with the first agent transcriber; and

means for combining the first and second portions of the transcription text file into a consolidated text file.

13. A transcription system according to claim 12, further including means for providing access to the consolidated text file for the customer.

14. A transcription system according to claim 13, further including means for determining whether the customer is authorized to obtain the transcription.

15. A transcription system according to claim 14, further including means for assigning a unique transaction identifier to the audio message when the customer is determined to be authorized.

16. A transcription system according to claim 15, further including means for playing a greeting for the customer.

17. A transcription system according to claim 16, further including means for matching agent transcribers preferences with the customer preference.

18. A transcription system according to claim 17, further including means for storing the audio message in an audio file.

19. A transcription system according to claim 18, further including means for providing access to the audio file for the customer.

20. A transcription system according to claim 19, further including means for determining whether the customer terminated the call in response to an agent transcriber becoming available.