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Multi-pass speech analytics

a speech analytics and multi-pass technology, applied in speech analysis, speech recognition, instruments, etc., can solve the problems of large amount of data for processing, impractical data review, and excessive hardware resources, so as to reduce resource consumption, increase speed, and increase hardware resources

Inactive Publication Date: 2008-04-03
WATSON JOSEPH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

"The patent describes a system for analyzing audio data to detect and recognize speech. The system uses a multi-pass analytics process that includes phonetics and large vocabulary continuous speech recognition (LVCSR) to identify and track different conversations. The system can be used in customer service settings to improve the accuracy of speech recognition for identifying and responding to customer requests. The patent also describes various configurations and flowcharts for implementing the system. The technical effects of the patent include improved accuracy and efficiency in speech recognition for customer service applications."

Problems solved by technology

While textual documentation of a communication has also proven beneficial, similar issues may exist in that the sheer amount of data may be such that review of the data is impractical.
While these and technologies may provide a mechanism for capturing communication data, oftentimes, the shear amount of data for processing may consume extensive hardware resources.

Method used

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Embodiment Construction

[0027]Included are embodiments for increasing the speed of speech to text conversion and related analytics. More specifically, in at least one embodiment, first tier speech to text analytics and second tier speech to text analytics are used. In other embodiments, a first tier may be configured for speech to text conversion and a second tier may be configured for speech to text analytics. Other embodiments are also included, as discussed with reference to the drawings.

[0028]FIG. 1 is a nonlimiting example of a system in which a user may be provided with customer service. As illustrated in this nonlimiting example, a caller can initiate a communication request from a communications device 104. The communications request can be sent to call center 106 via network 100. Network 100 may include a Public Switched Telephone Network (PSTN), an Internet Protocol (IP) network, a cellular network, an Integrated Services Digital Network (ISDN), a Time Division Multiplexing (TDM) network, and / or ...

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Abstract

Included are embodiments for multi-pass analytics. At least one embodiment of a method includes receiving audio data associated with first communications desired to be analyzed for an event, performing a phonetics analytics process on the audio data associated with the first communications to determine second communications associated with the event, and performing a large vocabulary continuous speech recognition (LVCSR) analytics process on audio data associated with the second communications to determine third communications associated with the event.

Description

RELATED APPLICATIONS[0001]This application is a continuation application of and claims priority to U.S. patent application Ser. No. 11 / 540,322, titled MULTI-PASS SPEECH ANALYTICS, filed on Sep. 29, 2006, and which is hereby incorporated by reference in its entirety. No new matter has been added.BACKGROUND[0002]As communication technologies have improved, businesses and individuals have desired greater functionality in their communication networks. As a nonlimiting example, many businesses have created call center infrastructures in which a customer or other user can call to receive information related to the business. As customers call into the call center, the customer may be connected with a customer service representative to provide the desired information. Depending on the time of call, the subject matter of the call, and / or other data, the customer may be connected with different customer service representatives. As such, depending on these and / or other factors, the customer ma...

Claims

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Application Information

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Patent Type & Authority Applications(United States)
IPC IPC(8): G10L15/00
CPCG10L15/32
Inventor WATSON, JOSEPH
Owner WATSON JOSEPH