Patent application number | Description | Published |
20090150152 | METHOD AND APPARATUS FOR FAST SEARCH IN CALL-CENTER MONITORING - A method and apparatus for indexing one or more audio signals using a speech to text engine and a phoneme detection engine, and generating a combined lattice comprising a text part and a phoneme part. A word to be searched is searched for in the text part, and if not found, or is found with low certainty is divided into phonemes and searched for in the phoneme parts of the lattice. | 06-11-2009 |
20090292541 | METHODS AND APPARATUS FOR ENHANCING SPEECH ANALYTICS - Methods and apparatus for the enhancement of speech to text engines, by providing indications to the correctness of the found words, based on additional sources besides the internal indication provided by the STT engine. The enhanced indications comprise sources of data such as acoustic features, CTI features, phonetic search and others. The apparatus and methods also enable the detection of important or significant keywords found in audio files, thus enabling more efficient usages, such as further processing or transfer of interactions to relevant agents, escalation of issues, or the like. The methods and apparatus employ a training phase in which word model and key phrase model are generated for determining an enhanced correctness indication for a word and an enhanced importance indication for a key phrase, based on the additional features. | 11-26-2009 |
20100070276 | METHOD AND APPARATUS FOR INTERACTION OR DISCOURSE ANALYTICS - A method and apparatus for analyzing and segmenting a vocal interaction captured in a test audio source, the test audio source captured within an environment. The method and apparatus first use text and acoustic features extracted from the interaction with tagging information, for constructing a model. Then, at production time, text and acoustic features are extracted from the interactions, and by applying the model, tagging information is retrieved for the interaction, enabling analysis, flow visualization or further processing of the interaction. | 03-18-2010 |
20100106499 | METHODS AND APPARATUS FOR LANGUAGE IDENTIFICATION - In a multi-lingual environment, a method and apparatus for determining a language spoken in a speech utterance. The method and apparatus test acoustic feature vectors extracted from the utterances against acoustic models associated with one or more of the languages. Speech to text is then performed for the language indicated by the acoustic testing, followed by textual verification of the resulting text. During verification, the resulting text is processed by language specific NLP and verified against textual models associated with the language. The system is self-learning, i.e., once a language is verified or rejected, the relevant feature vectors are used for enhancing one or more acoustic models associated with one or more languages, so that acoustic determination may improve. | 04-29-2010 |
20100228656 | APPARATUS AND METHOD FOR FRAUD PREVENTION - The disclosed method and apparatus combine interactions and transactions in order to detect fraud acts or fraud attempts. In one embodiment, one or more interactions is correlated with one or more transactions, the interactions is and transactions features are combined, and features are extracted from the combined structure. The features are compared against one or more profiles, and a combined risk score is determined for the interactions or transactions. If the risk score exceeds a predetermined threshold, a preventive/corrective action can be taken. | 09-09-2010 |
20110004473 | APPARATUS AND METHOD FOR ENHANCED SPEECH RECOGNITION - A method and apparatus for improving speech recognition results for an audio signal captured within an organization, comprising: receiving the audio signal captured by a capturing or logging device; extracting a phonetic feature and an acoustic feature from the audio signal; decoding the phonetic feature into a phonetic searchable structure; storing the phonetic searchable structure and the acoustic feature in an index; performing phonetic search for a word or a phrase in the phonetic searchable structure to obtain a result; activating an audio analysis engine which receives the acoustic feature to validate the result and obtain an enhanced result. | 01-06-2011 |
20110282661 | METHOD FOR SPEAKER SOURCE CLASSIFICATION - A method for classifying a pair of audio signals into an agent audio signal and a customer audio signal. One embodiment relates to unsupervised training, in which the training corpus comprises a multiplicity of audio signal pairs, wherein each pair comprises an agent signal and a customer signal, and wherein it is unknown for each signal if it is by the agent or by the customer. Training is based on the agent signals being more similar to one another than the customer signals. An agent cluster and a customer cluster are determined. The input signals are associated with the agent or the customer according to the higher score combination of the input signals and the clusters. | 11-17-2011 |
20110307257 | METHODS AND APPARATUS FOR REAL-TIME INTERACTION ANALYSIS IN CALL CENTERS - A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof. | 12-15-2011 |
20110307258 | REAL-TIME APPLICATION OF INTERACTION ANLYTICS - A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category. | 12-15-2011 |
20120020473 | METHOD AND SYSTEM FOR ROUTING TEXT BASED INTERACTIONS - Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination. | 01-26-2012 |
20120116766 | METHOD AND APPARATUS FOR LARGE VOCABULARY CONTINUOUS SPEECH RECOGNITION - A method and apparatus combining the advantages of phonetic search such as the rapid implementation and deployment and medium accuracy, with the advantages of speech to text, including providing the full text of the audio and rapid search. | 05-10-2012 |
20120215535 | METHOD AND APPARATUS FOR AUTOMATIC CORRELATION OF MULTI-CHANNEL INTERACTIONS - A method and apparatus for multi-channel categorization, comprising capturing a vocal interaction and a non-vocal interaction, using logging or capturing devices; retrieving a first word from the vocal interaction and a second word from the non-vocal interaction; assigning the vocal interaction into a first category using the first word; assigning the non-vocal interaction into a second category using the second word; and associating the first category and the second category into a multi-channel category, thus aggregating the vocal interaction and the non-vocal interaction. | 08-23-2012 |
20120296642 | METHOD AND APPRATUS FOR TEMPORAL SPEECH SCORING - A method and apparatus for speech analysis, comprising detecting an at least one temporal characteristic of an at least one speech of an at least one speaker, and deducing an at least one quantitative score from the at least one temporal characteristic, where the at least one quantitative score indicates an at least one extent of an at least one behavioral aspect of the at least one speaker. | 11-22-2012 |
20130246064 | SYSTEM AND METHOD FOR REAL-TIME SPEAKER SEGMENTATION OF AUDIO INTERACTIONS - A system and method for real-time processing a signal of a voice interaction. In an embodiment, a digital representation of a portion of an interaction may be analyzed in real-time and a segment may be selected. The segment may be associated with a source based on a model of the source. The model may updated based on the segment. The updated model is used to associate subsequent segments with the source. Other embodiments are described and claimed. | 09-19-2013 |
20130262106 | METHOD AND SYSTEM FOR AUTOMATIC DOMAIN ADAPTATION IN SPEECH RECOGNITION APPLICATIONS - A system and method for adapting a language model to a specific environment by receiving interactions captured the specific environment, generating a collection of documents from documents retrieved from external resources, detecting in the collection of documents terms related to the environment that are not included in an initial language model and adapting the initial language model to include the terms detected. | 10-03-2013 |