Unified Call Recording Ingestion for Multi-Source Transcript Linking
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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 quick onboarding of new sources and aggregating data in a single location, while ensuring security and handling real-time and batch ingestion processes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If multiple unique paths are built from each source to computer storage, then data from each source can be captured, but the system complexity and difficulty of merging data increase
Solution Approach 1:
The patent merges multiple data paths into a single consolidated ingestion processing engine that handles data from multiple sources (voice, text, chat, video) through unified processing logic, eliminating the need for separate unique paths for each source while maintaining reliable data capture
Solution Approach 2:
The ingestion processing engine is designed as a universal system that can handle multiple types of data sources and formats through configuration rather than custom builds, making the system multi-functional and adaptable to different data sources without increasing complexity
2Adaptability or versatility
If custom builds are created for each new data source, then data ingestion from that source is possible, but the time and resources required for onboarding new sources increase
Solution Approach 1:
The system uses a universal ingestion processing engine that can accommodate new data sources through configuration settings rather than requiring custom software builds, enabling rapid onboarding of new sources such as external vendors or additional communication channels without time-consuming development cycles
Solution Approach 2:
The system dynamically adapts to new data sources by allowing configuration-based integration, where new sources can be added by updating system configuration rather than requiring static custom builds, making the system flexible and responsive to new requirements
3Measurement precision
If voice and text data from multiple sources are processed separately, then each data type can be analyzed independently, but the ability to determine relationships and merge data decreases
Solution Approach 1:
The patent merges the processing of voice, text, chat, and video data into a unified ingestion stream where all data types are processed together through the same engine, enabling the system to determine relationships between different data sources while maintaining analysis accuracy through consistent processing logic
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.