Conference Call Segment Tagging for Fast Participant Catch-Up
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Solution Overview
Problem
In conference calls and customer service calls, new participants often join after significant portions have progressed, leading to missed information and inefficient transitions as they need to catch up on previous discussions, disrupting the flow and wasting time.
Innovation Solution
A method and apparatus for recording and processing conference calls to identify segments of interest, creating tags or summaries of these segments, and transmitting them to new participants' devices, allowing them to quickly access and review relevant parts of the call, such as the first and last few minutes, or specific keyword-marked sections, before or during call transfers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If new participants join a conference call after it has started, then the call can accommodate more participants and maintain flexibility, but the new participants miss previous discussions and require time to catch up, reducing overall efficiency
Solution Approach 1:
The system performs preliminary action by automatically generating and making available call summaries and transcripts before new participants need them. The call processing system continuously analyzes ongoing calls, identifies key segments, and prepares summary content in advance so that when new participants join, the information is already ready for immediate delivery, eliminating the need for them to catch up in real-time.
Solution Approach 2:
The patent introduces an intermediary call processing system that acts as a mediator between the conference call and new participants. This intermediary automatically generates summaries, transcripts, and key segment extractions, then delivers them to new participants upon their joining. This intermediary layer resolves the contradiction by handling the information delivery task automatically, allowing flexible participant joining without efficiency loss.
2Loss of information
If the entire conference call is recorded and made available to new participants, then complete information is provided, but the amount of data is large and difficult to process, wasting the new participants' time
Solution Approach 1:
The call processing system applies segmentation by dividing the continuous conference call into distinct, meaningful segments based on topic changes, speaker transitions, or keyword occurrences. Each segment is independently analyzed and summarized, allowing new participants to receive only the relevant segments rather than the entire call. This segmentation maintains information completeness for relevant portions while dramatically reducing the time required to consume the information.
Solution Approach 2:
The system extracts only the essential information from the full conference call recording. The call processing system identifies and extracts key segments, main points, and critical discussions, then presents these extracted elements to new participants in a condensed format. This extraction process preserves the essential information while removing redundant or less important content, reducing processing time significantly.
3Ease of operation
If manual methods are used to brief new participants on previous call content, then personalized attention can be provided, but the process is time-consuming and disrupts the call flow
Solution Approach 1:
The system implements self-service by automatically generating and delivering call summaries, transcripts, and segment highlights to new participants without requiring manual intervention from existing participants or call hosts. The call processing system autonomously monitors the call, identifies relevant content, and pushes information to new participants' devices automatically. This self-service approach maintains ease of operation while eliminating call disruptions.
Solution Approach 2:
The patent replaces the mechanical manual process of briefing new participants with an automated electronic system. Instead of requiring human operators to manually summarize and transmit information, the system uses automated speech recognition, natural language processing, and electronic delivery mechanisms to perform the same function more efficiently. This substitution eliminates the time-consuming manual process while maintaining or improving the quality of information delivery.
Data Source
AI summary
A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a conference call and storing the portion of the conference call in memory. The method may also include processing the portion of the conference call to identify at least one segment of interest and processing the at least one segment of interest and creating at least one tag of interest to be associated with a third party application. The method may also include forwarding the at least one tag of interest to a third party computing device responsive to the identified segment of interest.