Audio Analyzer Text Integration for Contact Center Storage
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Solution Overview
Problem
Storing recordings of telephone calls as individual words in a relational database is impractical for large contact centers handling millions of calls annually due to the vast number of words involved.
Innovation Solution
Systems and methods for analyzing audio components of communications, which convert audio into textual format, integrate additional information like amplitude assessments, and store it in a textual format, reducing memory usage and enabling efficient indexing and searching.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If audio recordings are converted to and stored as individual word records in a relational database, then text-based indexing and searching become possible, but storage requirements become impractical for large contact centers handling millions of calls per annum
Solution Approach 1:
The patent segments the audio data processing into distinct components: audio transcription to text, text analysis, and selective information extraction. By segmenting the call data into structured fields (metadata, transcript, summary, key points) rather than storing every word as a separate record, the system achieves text-based indexing capability while dramatically reducing storage requirements from millions of individual word records to consolidated call-level records.
2Loss of information
If every word in telephone calls is stored as a separate record, then complete text representation is achieved, but the system becomes impractical for large-scale contact centers
Solution Approach 1:
The patent extracts only the essential and meaningful information from the complete audio transcript, removing redundant data. Instead of storing every word, the system extracts key elements such as call summary, key points, sentiment analysis, and structured metadata. This extraction approach maintains complete text representation capability for analysis while eliminating the impracticality of storing every individual word as a separate record in large-scale contact centers.
3Quantity of substance
If audio components are analyzed and converted to text format with integrated additional information, then storage efficiency improves, but processing complexity increases
Solution Approach 1:
The patent applies preliminary action by performing audio transcription and text analysis during the call processing phase, before the data needs to be stored or retrieved. The audio is transcribed to text, analyzed for key information, and structured into standardized fields during the initial data capture process. This preliminary processing reduces the complexity of subsequent storage and retrieval operations, as the data is already in the desired formatted state when stored.
Data Source
AI summary
Systems and methods for analyzing audio components of communications are provided. In this regard, a representative system incorporates an audio analyzer operative to: receive information corresponding to an audio component of a communication session; generate text from the information; and integrate the text with additional information corresponding to the communication session, the additional information being integrated in a textual format.