CA2600523A1 - Systems and methods for analyzing communication sessions - Google Patents

Systems and methods for analyzing communication sessions Download PDF

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Publication number
CA2600523A1
CA2600523A1 CA002600523A CA2600523A CA2600523A1 CA 2600523 A1 CA2600523 A1 CA 2600523A1 CA 002600523 A CA002600523 A CA 002600523A CA 2600523 A CA2600523 A CA 2600523A CA 2600523 A1 CA2600523 A1 CA 2600523A1
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Canada
Prior art keywords
communication session
recording
post
recording processing
audio
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002600523A
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French (fr)
Other versions
CA2600523C (en
Inventor
Christopher D. Blair
Joseph Watson
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Verint Systems Inc
Original Assignee
Verint Systems Inc.
Christopher D. Blair
Joseph Watson
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
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Application filed by Verint Systems Inc., Christopher D. Blair, Joseph Watson filed Critical Verint Systems Inc.
Publication of CA2600523A1 publication Critical patent/CA2600523A1/en
Application granted granted Critical
Publication of CA2600523C publication Critical patent/CA2600523C/en
Active legal-status Critical Current
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Classifications

    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L21/00—Processing of the speech or voice signal to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility
    • G10L21/04—Time compression or expansion
    • G10L21/043—Time compression or expansion by changing speed
    • G10L21/045—Time compression or expansion by changing speed using thinning out or insertion of a waveform

Abstract

Systems and methods for analyzing communication sessions are provided. A
representative method includes: recording the communication session;
identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.

Claims (20)

1. A method for analyzing communication sessions between an agent of a contact center and a customer, said method comprising:

recording the communication session;

identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.
2. The method of claim 1, wherein:

the method further comprises deleting the portions not attributable to at least one of the agent and the customer from the recording;

performing post recording processing comprises performing post-recording processing on the remaining portions.
3. The method of claim 1, wherein identifying comprises identifying presence of music in the communication session.
4. The method of claim 1, wherein:

identifying comprises identifying presence of at least one of an announcement and audio from an interactive voice response (IVR) system; and performing post-recording processing comprises providing access to information corresponding to a database of potential announcements and potential audio from the IVR system such that the post-recording processing can analyze the at least one of the announcement and the audio using the database.
5. The method of claim 1, further comprising deleting audio from the recording corresponding to a private voicemail message.
6. A method for analyzing communication sessions comprising:

excluding a portion of the communication session, not attributable to a voice component of at least one party of the communication session, from post-recording processing.
7. The method of claim 6, wherein the post recording processing comprises speech recognition processing.
8. The method of claim 6, wherein the post-recording processing comprises phonetic analysis.
9. The method of claim 6, wherein the portion of the communication session comprises music.
10. The method of claim 9, wherein the music comprises music on hold.
11. The method of claim 9, wherein the portion of the communication session comprises an announcement.
12. The method of claim 11, wherein the announcement comprises a synthetic human voice.
13. The method of claim 6, wherein the portion of the communication session comprises audio from an interactive voice response (IVR) system.
14. The method of claim 6, wherein the portion of the communication session comprises dual tone multi-frequency (DTMF) audio.
15. The method of claim 6, further comprising recording the communication session.
16. The method of claim 15, further comprising deleting the portion not attributable to the at least party from the recording.
17. The method of claim 6, wherein excluding comprises identifying portions of the communication session not attributable to the at least one party.
18. A system for analyzing communication sessions comprising:

a voice analysis system operative to receive information corresponding to a communication session and perform post-recording processing on the information, wherein voice analysis system is configured to exclude a portion of the information corresponding to the communication session, that is not attributable to speech of at least one party of the communication session, from post-recording processing.
19. The system of claim 18, wherein the voice analysis system is configured to perform at least one of speech recognition and phonetic analysis during the post-recording processing.
20. The system of claim 18, wherein the voice analysis system comprises an identification system operative to identify portions of the communication session containing music, announcements and synthetic human voices.
CA2600523A 2006-09-29 2007-09-28 Systems and methods for analyzing communication sessions Active CA2600523C (en)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US11/540,736 2006-09-29
US11/540,736 US7885813B2 (en) 2006-09-29 2006-09-29 Systems and methods for analyzing communication sessions
USPCT/US07/79768 2007-09-27
PCT/US2007/079768 WO2008042722A1 (en) 2006-09-29 2007-09-27 Systems and methods for analyzing communication sessions

Publications (2)

Publication Number Publication Date
CA2600523A1 true CA2600523A1 (en) 2007-12-11
CA2600523C CA2600523C (en) 2011-07-19

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CA2600523A Active CA2600523C (en) 2006-09-29 2007-09-28 Systems and methods for analyzing communication sessions

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US (2) US7885813B2 (en)
CA (1) CA2600523C (en)
WO (1) WO2008042722A1 (en)

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US7885813B2 (en) 2011-02-08
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US20080082340A1 (en) 2008-04-03
US8315867B1 (en) 2012-11-20

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