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

a technology of speech recognition and audio data, applied in the field of audio data monitoring, can solve the problems of time-consuming, laborious, laborious, and laborious manual call monitoring, and achieve the effect of simplifying the search of audio segments
US20070011008A1Inactive Publication Date: 2007-01-11RINGCENTRAL INC
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Patent Information

Authority / Receiving Office
US · United States
Patent Type
Applications(United States)
Current Assignee / Owner
RINGCENTRAL INC
Publication Date
2007-01-11
Estimated Expiration
Not applicable · inactive patent

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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.
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Description

CROSS-REFERENCE TO RELATED APPLICATIONS

[0001] The present application is a continuation-in-part of U.S. Provisional Patent Application 60 / 419,737 filed Oct. 18, 2002 and is related to U.S. Provisional Patent Application 60 / 496,916 entitled System For And Method Of Automated Quality Monitoring filed Aug. 22, 2003 and 60 / 419,738 entitled Methods and Apparatus for Audio Data Analysis and Data Mining Using Speech Recognition filed Oct. 18, 2002, and the Continuation-in-Part application Ser. No. ______ of the latter by the same title and filed contemporaneously herewith, all of which are incorporated herein by reference in their entireties.BACKGROUND OF THE INVENTION

[0002] 1. Field of the Invention

[0003] The present invention relates to the field of audio data monitoring, such as the monitoring of telephone calls and, more specifically, to leveraging voice recognition technology to provide new and improved features and functionality for use in audio data monitoring. Such new and impro...

Claims

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