CA2502533C - Procedes et apparatus de surveillance et d'evaluation de donnees au moyen d'une reconnaissance vocale - Google Patents
Procedes et apparatus de surveillance et d'evaluation de donnees au moyen d'une reconnaissance vocale Download PDFInfo
- 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
Links
- 238000012544 monitoring process Methods 0.000 title claims abstract description 40
- 238000000034 method Methods 0.000 title claims description 80
- 238000011156 evaluation Methods 0.000 title description 4
- 230000010354 integration Effects 0.000 claims abstract description 22
- 238000010200 validation analysis Methods 0.000 claims abstract description 18
- 238000005516 engineering process Methods 0.000 claims abstract description 12
- 238000012545 processing Methods 0.000 claims description 37
- 230000004044 response Effects 0.000 claims description 29
- 230000008569 process Effects 0.000 claims description 19
- 230000002123 temporal effect Effects 0.000 claims description 5
- 230000003190 augmentative effect Effects 0.000 claims 1
- 230000003993 interaction Effects 0.000 abstract description 11
- 238000013515 script Methods 0.000 abstract description 6
- 230000000977 initiatory effect Effects 0.000 abstract description 2
- 230000001131 transforming effect Effects 0.000 abstract description 2
- 239000003795 chemical substances by application Substances 0.000 description 33
- 238000005065 mining Methods 0.000 description 15
- 230000006870 function Effects 0.000 description 11
- 238000001193 catalytic steam reforming Methods 0.000 description 8
- 238000012546 transfer Methods 0.000 description 8
- 230000009471 action Effects 0.000 description 7
- 238000010586 diagram Methods 0.000 description 7
- 230000008901 benefit Effects 0.000 description 6
- 230000002452 interceptive effect Effects 0.000 description 5
- 230000000694 effects Effects 0.000 description 4
- 238000012549 training Methods 0.000 description 4
- 238000004458 analytical method Methods 0.000 description 3
- 230000000875 corresponding effect Effects 0.000 description 3
- 238000000275 quality assurance Methods 0.000 description 3
- 230000009467 reduction Effects 0.000 description 3
- 230000003068 static effect Effects 0.000 description 3
- 238000006243 chemical reaction Methods 0.000 description 2
- 238000004891 communication Methods 0.000 description 2
- 238000007418 data mining Methods 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 238000013179 statistical model Methods 0.000 description 2
- 238000012360 testing method Methods 0.000 description 2
- 241001580935 Aglossa pinguinalis Species 0.000 description 1
- 241001522296 Erithacus rubecula Species 0.000 description 1
- 241000282326 Felis catus Species 0.000 description 1
- 230000006978 adaptation Effects 0.000 description 1
- 238000013459 approach Methods 0.000 description 1
- 230000005540 biological transmission Effects 0.000 description 1
- 239000000969 carrier Substances 0.000 description 1
- 238000012790 confirmation Methods 0.000 description 1
- 238000007405 data analysis Methods 0.000 description 1
- 238000013480 data collection Methods 0.000 description 1
- 238000013479 data entry Methods 0.000 description 1
- 230000001419 dependent effect Effects 0.000 description 1
- 238000001514 detection method Methods 0.000 description 1
- 230000002349 favourable effect Effects 0.000 description 1
- 238000001914 filtration Methods 0.000 description 1
- 230000036541 health Effects 0.000 description 1
- 230000006872 improvement Effects 0.000 description 1
- 238000013507 mapping Methods 0.000 description 1
- 238000002156 mixing Methods 0.000 description 1
- 230000008450 motivation Effects 0.000 description 1
- 230000008520 organization Effects 0.000 description 1
- 238000003908 quality control method Methods 0.000 description 1
- 230000001105 regulatory effect Effects 0.000 description 1
- 238000012552 review Methods 0.000 description 1
- 230000011664 signaling Effects 0.000 description 1
- 238000006467 substitution reaction Methods 0.000 description 1
- 238000012795 verification Methods 0.000 description 1
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)
- Health & Medical Sciences (AREA)
- Marketing (AREA)
- Quality & Reliability (AREA)
- Computational Linguistics (AREA)
- Business, Economics & Management (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Human Computer Interaction (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
- Measurement Of The Respiration, Hearing Ability, Form, And Blood Characteristics Of Living Organisms (AREA)
- Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
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 (fr) | 2002-10-18 | 2003-10-20 | Procedes et apparatus de surveillance et d'evaluation de donnees au moyen d'une reconnaissance vocale |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CA2502533A1 CA2502533A1 (fr) | 2004-04-29 |
| CA2502533C true CA2502533C (fr) | 2012-12-11 |
Family
ID=32108132
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA2502533A Expired - Fee Related CA2502533C (fr) | 2002-10-18 | 2003-10-20 | Procedes et apparatus de surveillance et d'evaluation de donnees au moyen d'une reconnaissance vocale |
Country Status (4)
| Country | Link |
|---|---|
| EP (1) | EP1565907A4 (fr) |
| AU (1) | AU2003282940C1 (fr) |
| CA (1) | CA2502533C (fr) |
| WO (1) | WO2004036543A2 (fr) |
Families Citing this family (4)
| 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 |
| US8665863B2 (en) | 2007-03-05 | 2014-03-04 | Calabrio, Inc. | Systems and methods for monitoring quality of customer service in customer/agent calls over a VoIP network |
| US20100161604A1 (en) * | 2008-12-23 | 2010-06-24 | Nice Systems Ltd | Apparatus and method for multimedia content based manipulation |
Family Cites Families (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP0644510B1 (fr) | 1993-09-22 | 1999-08-18 | Teknekron Infoswitch Corporation | Surveillance d'un système de télécommunication |
| 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 |
-
2003
- 2003-10-20 EP EP03774874A patent/EP1565907A4/fr not_active Withdrawn
- 2003-10-20 WO PCT/US2003/033040 patent/WO2004036543A2/fr not_active Application Discontinuation
- 2003-10-20 AU AU2003282940A patent/AU2003282940C1/en not_active Ceased
- 2003-10-20 CA CA2502533A patent/CA2502533C/fr not_active Expired - Fee Related
Also Published As
| Publication number | Publication date |
|---|---|
| AU2003282940C1 (en) | 2009-07-16 |
| WO2004036543A2 (fr) | 2004-04-29 |
| AU2003282940B2 (en) | 2009-03-05 |
| AU2003282940A1 (en) | 2004-05-04 |
| EP1565907A2 (fr) | 2005-08-24 |
| EP1565907A4 (fr) | 2006-01-18 |
| CA2502533A1 (fr) | 2004-04-29 |
| WO2004036543A3 (fr) | 2004-07-22 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US7076427B2 (en) | Methods and apparatus for audio data monitoring and evaluation using speech recognition | |
| US7133828B2 (en) | Methods and apparatus for audio data analysis and data mining using speech recognition | |
| US8055503B2 (en) | Methods and apparatus for audio data analysis and data mining using speech recognition | |
| US9992336B2 (en) | System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time | |
| US9565310B2 (en) | System and method for message-based call communication | |
| US8885798B2 (en) | Systems and methods for presenting end to end calls and associated information | |
| US20160150086A1 (en) | Call center services system and method | |
| US11687537B2 (en) | Data processing system for automatic presetting of controls in an evaluation operator interface | |
| CA2502533C (fr) | Procedes et apparatus de surveillance et d'evaluation de donnees au moyen d'une reconnaissance vocale | |
| AU2003301373B9 (en) | Methods and apparatus for audio data analysis and data mining using speech recognition | |
| US12124459B2 (en) | Data processing system for automatic presetting of controls in an evaluation operator interface | |
| KR20230156599A (ko) | 컨택센터에서 통화 내용을 녹취하고 관리하는 시스템 |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| EEER | Examination request | ||
| MKLA | Lapsed |
Effective date: 20191021 |