CA2502533C - 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
CA2502533C
CA2502533C CA2502533A CA2502533A CA2502533C CA 2502533 C CA2502533 C CA 2502533C CA 2502533 A CA2502533 A CA 2502533A CA 2502533 A CA2502533 A CA 2502533A CA 2502533 C CA2502533 C CA 2502533C
Authority
CA
Canada
Prior art keywords
audio segment
data
audio
call
searching
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.)
Expired - Fee Related
Application number
CA2502533A
Other languages
English (en)
French (fr)
Other versions
CA2502533A1 (en
Inventor
Robert Scarano
Lawrence Mark
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.)
Unify Inc
Original Assignee
Siemens Enterprise Communications Inc USA
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 Siemens Enterprise Communications Inc USA filed Critical Siemens Enterprise Communications Inc USA
Publication of CA2502533A1 publication Critical patent/CA2502533A1/en
Application granted granted Critical
Publication of CA2502533C publication Critical patent/CA2502533C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

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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 TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; 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

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Marketing (AREA)
  • Computational Linguistics (AREA)
  • Health & Medical Sciences (AREA)
  • Business, Economics & Management (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Quality & Reliability (AREA)
  • Telephonic Communication Services (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
  • Measurement Of The Respiration, Hearing Ability, Form, And Blood Characteristics Of Living Organisms (AREA)
CA2502533A 2002-10-18 2003-10-20 Methods and apparatus for audio data monitoring and evaluation using speech recognition Expired - Fee Related CA2502533C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US41973702P 2002-10-18 2002-10-18
US60/419,737 2002-10-18
PCT/US2003/033040 WO2004036543A2 (en) 2002-10-18 2003-10-20 Methods and apparatus for audio data monitoring and evaluation using speech recognition

Publications (2)

Publication Number Publication Date
CA2502533A1 CA2502533A1 (en) 2004-04-29
CA2502533C true CA2502533C (en) 2012-12-11

Family

ID=32108132

Family Applications (1)

Application Number Title Priority Date Filing Date
CA2502533A Expired - Fee Related CA2502533C (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 (de)
AU (1) AU2003282940C1 (de)
CA (1) CA2502533C (de)
WO (1) WO2004036543A2 (de)

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
EP2119108B1 (de) * 2007-03-05 2018-10-24 Calabrio, Inc. Überwachung der qualität des kundendienstes in bei kunden-/vertreteranrufen über ein voip-netzwerk
US20100161604A1 (en) * 2008-12-23 2010-06-24 Nice Systems Ltd Apparatus and method for multimedia content based manipulation

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0644510B1 (de) 1993-09-22 1999-08-18 Teknekron Infoswitch Corporation Telekommunikationssystemüberwachung
US5901243A (en) * 1996-09-30 1999-05-04 Hewlett-Packard Company Dynamic exposure control in single-scan digital input devices
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
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
US6249570B1 (en) * 1999-06-08 2001-06-19 David A. Glowny System and method for recording and storing telephone call information
US6542602B1 (en) 2000-02-14 2003-04-01 Nice Systems Ltd. Telephone call monitoring system

Also Published As

Publication number Publication date
EP1565907A4 (de) 2006-01-18
AU2003282940C1 (en) 2009-07-16
AU2003282940B2 (en) 2009-03-05
AU2003282940A1 (en) 2004-05-04
WO2004036543A3 (en) 2004-07-22
EP1565907A2 (de) 2005-08-24
CA2502533A1 (en) 2004-04-29
WO2004036543A2 (en) 2004-04-29

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Legal Events

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EEER Examination request
MKLA Lapsed

Effective date: 20191021