WO2004036543A3 - Methods and apparatus for audio data monitoring and evaluation using speech recognition - Google Patents

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

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Publication number
WO2004036543A3
WO2004036543A3 PCT/US2003/033040 US0333040W WO2004036543A3 WO 2004036543 A3 WO2004036543 A3 WO 2004036543A3 US 0333040 W US0333040 W US 0333040W WO 2004036543 A3 WO2004036543 A3 WO 2004036543A3
Authority
WO
WIPO (PCT)
Prior art keywords
speech recognition
present
audio data
data monitoring
evaluation
Prior art date
Application number
PCT/US2003/033040
Other languages
French (fr)
Other versions
WO2004036543A2 (en
Inventor
Robert Scarano
Lawrence Mark
Original Assignee
Ser Solutions Inc
Robert Scarano
Lawrence Mark
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
Publication date
Application filed by Ser Solutions Inc, Robert Scarano, Lawrence Mark filed Critical Ser Solutions Inc
Priority to CA2502533A priority Critical patent/CA2502533C/en
Priority to EP03774874A priority patent/EP1565907A4/en
Priority to AU2003282940A priority patent/AU2003282940C1/en
Publication of WO2004036543A2 publication Critical patent/WO2004036543A2/en
Publication of WO2004036543A3 publication Critical patent/WO2004036543A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2227—Quality of service monitoring
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision 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.
PCT/US2003/033040 2002-10-18 2003-10-20 Methods and apparatus for audio data monitoring and evaluation using speech recognition WO2004036543A2 (en)

Priority Applications (3)

Application Number Priority Date Filing Date Title
CA2502533A CA2502533C (en) 2002-10-18 2003-10-20 Methods and apparatus for audio data monitoring and evaluation using speech recognition
EP03774874A EP1565907A4 (en) 2002-10-18 2003-10-20 Methods and apparatus for audio data monitoring and evaluation using speech recognition
AU2003282940A AU2003282940C1 (en) 2002-10-18 2003-10-20 Methods and apparatus for audio data monitoring and evaluation using speech recognition

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US41973702P 2002-10-18 2002-10-18
US60/419,737 2002-10-18

Publications (2)

Publication Number Publication Date
WO2004036543A2 WO2004036543A2 (en) 2004-04-29
WO2004036543A3 true WO2004036543A3 (en) 2004-07-22

Family

ID=32108132

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2003/033040 WO2004036543A2 (en) 2002-10-18 2003-10-20 Methods and apparatus for audio data monitoring and evaluation using speech recognition

Country Status (4)

Country Link
EP (1) EP1565907A4 (en)
AU (1) AU2003282940C1 (en)
CA (1) CA2502533C (en)
WO (1) WO2004036543A2 (en)

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8751240B2 (en) 2005-05-13 2014-06-10 At&T Intellectual Property Ii, L.P. Apparatus and method for forming search engine queries based on spoken utterances
US7752043B2 (en) 2006-09-29 2010-07-06 Verint Americas Inc. Multi-pass speech analytics
DK2119108T3 (en) 2007-03-05 2019-02-11 Calabrio Inc Customer service quality monitoring in customer / agent calls in a VoIP network
US20100161604A1 (en) * 2008-12-23 2010-06-24 Nice Systems Ltd Apparatus and method for multimedia content based manipulation

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0833498A2 (en) * 1996-09-30 1998-04-01 Hewlett-Packard Company Dynamic exposure control in digital input devices
US6185527B1 (en) * 1999-01-19 2001-02-06 International Business Machines Corporation System and method for automatic audio content analysis for word spotting, indexing, classification and retrieval
US20010040942A1 (en) * 1999-06-08 2001-11-15 Dictaphone Corporation System and method for recording and storing telephone call information

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU693462B2 (en) 1993-09-22 1998-07-02 E-Talk Corporation Method and system for automatically monitoring the performance quality of call center service representatives
US6263049B1 (en) 1996-10-10 2001-07-17 Envision Telephony, Inc. Non-random call center supervisory method and apparatus
US6047060A (en) 1998-02-20 2000-04-04 Genesys Telecommunications Laboratories, Inc. Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
US6542602B1 (en) 2000-02-14 2003-04-01 Nice Systems Ltd. Telephone call monitoring system

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0833498A2 (en) * 1996-09-30 1998-04-01 Hewlett-Packard Company Dynamic exposure control in digital input devices
US6185527B1 (en) * 1999-01-19 2001-02-06 International Business Machines Corporation System and method for automatic audio content analysis for word spotting, indexing, classification and retrieval
US20010040942A1 (en) * 1999-06-08 2001-11-15 Dictaphone Corporation System and method for recording and storing telephone call information

Non-Patent Citations (3)

* Cited by examiner, † Cited by third party
Title
CLEMENTS ET AL.: "Phonetic Searching of Digital Audio", FAST-TALK COMMUNICATIONS, INC., 4 August 2002 (2002-08-04), XP002977606, Retrieved from the Internet <URL:http://web.archive.org/web/*/www.fast-talk.com/technology_how.html> *
FRAKES ET AL.: "Information Retrieval Data Structures & Algorithms", 1992, PRENTICE-HALL, ISBN: 0-13-463837-9, pages: 264 - 268, XP002977607 *
See also references of EP1565907A4 *

Also Published As

Publication number Publication date
CA2502533A1 (en) 2004-04-29
AU2003282940B2 (en) 2009-03-05
WO2004036543A2 (en) 2004-04-29
AU2003282940C1 (en) 2009-07-16
CA2502533C (en) 2012-12-11
EP1565907A4 (en) 2006-01-18
EP1565907A2 (en) 2005-08-24
AU2003282940A1 (en) 2004-05-04

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