Unified Call and Chat Ingestion for Multi-Source Analysis
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Solution Overview
Problem
Current computer-based text/speech analyzers struggle to ingest voice and text data from multiple sources without building unique paths, making it difficult to merge and analyze voice and text data effectively.
Innovation Solution
A consolidated ingestion processing engine that captures call recordings or chats from internal or external sources, allowing for real-time and batch ingestion, and enriches the data with metadata, providing a single location for analysis and improving quality control in call processing systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If current computer-based text/speech analyzers are used to ingest voice and text data from multiple sources, then data analysis capability is maintained, but system complexity increases due to needing unique paths from each source to computer storage
Solution Approach 1:
The patent introduces a message broker as an intermediary component that receives messages from multiple producers (different data sources) and routes them to consumers (analysis systems). This mediator abstracts the complexity of multi-source data ingestion, allowing systems to communicate through standardized message queues rather than requiring unique integration paths between each source and storage system.
Solution Approach 2:
The message broker serves multiple functions: it acts as a receiver for incoming messages, a router for directing messages to appropriate consumers, a buffer for managing data flow timing, and a decoupling mechanism between producers and consumers. This single universal component replaces what would otherwise require multiple specialized integration systems.
2Adaptability or versatility
If unique paths are built from each source to computer storage, then data ingestion capability is improved, but merging and analyzing voice and text data becomes difficult
Solution Approach 1:
The patent merges multiple data streams (voice and text from various sources) into a unified message queue system where all data is standardized and routed through common channels. This consolidation allows different data types to be processed together by shared consumer systems, making merging and analysis straightforward rather than requiring separate processing pipelines for each data source.
3Reliability
If a consolidated ingestion processing engine is implemented, then quality control and unified analysis are improved, but initial system setup complexity increases
Solution Approach 1:
The system is segmented into distinct, loosely-coupled components: producers that generate data, a message broker that manages data flow, and consumers that process data. This segmentation allows each component to be developed, deployed, and maintained independently, reducing the complexity burden despite the sophisticated overall system architecture.
Data Source
AI summary
Disclosed herein are system, method, and computer program product embodiments for ingesting batch or real-time incoming audio or text interactive communications. The system verifies that the interactive communication excludes security threats, comprises associated metadata, verifies that the interactive communication is linked to an existing or previous customer's interaction within an organization, enriches the associated metadata with additional data from the customer's interaction within an organization, transforms a media file type of the interactive communication to a common media file type, generates a transcript of the interactive communication, registers the enriched associated metadata with a stored copy of the transcript, and instantiates an interface to provide organizational access to the registered enriched associated metadata and stored copy of the transcript.