Call Transcript Linking for Faster Customer Interaction Records

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Customer interaction record memos are not fully utilized by individuals other than the operator who interacted with the customer, as they lack context, requiring them to listen to the entire call to understand its contents, which is time-consuming.

Innovation Solution

An information processing system that displays call texts with speaker and time information, allowing operators and supervisors to prepare and reference customer interaction records efficiently, and supports functions like search, summarization, and call monitoring.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of information

If the entire call is confirmed to understand call contents, then complete understanding is achieved, but time consumption increases significantly

Engineering Contradiction:

Improvecall contents understandingVSAvoidtime to understand call contents

Core Design Contradiction:

Loss of informationVSLoss of time

Solution Approach 1:

The patent extracts only the relevant portions of the call transcript by using customer interaction record memos as anchors. Instead of requiring review of the entire call, the system extracts and displays only the segments corresponding to the memo content, thereby reducing time consumption while maintaining complete understanding of call contents.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The patent segments the call transcript into discrete time-stamped segments and associates them with customer interaction record memos. This segmentation allows users to navigate to specific segments of interest rather than reviewing the entire continuous call recording, significantly reducing the time required to understand call contents.

Inventive Principle:

Principle #1Segmentation

2Loss of information

If customer interaction record memo is prepared with full detail, then information completeness is improved, but accessibility to non-operators deteriorates

Engineering Contradiction:

Improveinformation completenessVSAvoidaccessibility to non-operators

Core Design Contradiction:

Loss of informationVSEase of operation

Solution Approach 1:

The patent introduces time information and speaker information as intermediary elements that bridge the gap between detailed call transcripts and customer interaction record memos. These intermediaries allow non-operators to easily navigate from high-level memo summaries to specific transcript segments without being overwhelmed by complete call details, thereby improving accessibility while maintaining information completeness.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent adds temporal and speaker dimensions to the information presentation by time-stamping each transcript segment and identifying speakers. This dimensional enhancement allows users to quickly locate and access specific portions of the call based on time and speaker criteria, making the detailed information more accessible to non-operators while preserving completeness.

Inventive Principle:

Principle #17Another dimension (Dimensionality change)

3Ease of manufacture

If only operator knows the correspondence between memo and call section, then memo preparation is simple, but utility for analysis purposes deteriorates

Engineering Contradiction:

Improvememo preparation simplicityVSAvoidmemo utility for analysis

Core Design Contradiction:

Ease of manufactureVSAdaptability or versatility

Solution Approach 1:

The patent enables the system to automatically associate customer interaction record memos with corresponding call transcript segments through time information and speaker information. This self-service mechanism eliminates the need for manual correlation by operators, maintaining preparation simplicity while simultaneously enhancing the memo's utility for analysis by anyone in the organization.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent makes the customer interaction record memo system multi-functional by enabling both operators and non-operators to effectively use the memos for various purposes including analysis, training, and quality improvement. The time and speaker information embedded in the system allows the memos to serve multiple functions beyond their original operator-specific purpose, thereby enhancing versatility without complicating preparation.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Applied Scientific Principles

This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.

Function Achieved in This Case

Enables quick understanding and analysis of call contents by non-interacting operators and supervisors, improving response quality and reducing time spent on after-call work.

Implementation Method 1

a call text obtained by converting a voice call with a customer into a text through voice recognition

Methodology Applied

Scientific EffectVoice recognition:

Data Source

PatentUS20250385969A1Information processing system, information processing method, and program

Publication Date: 2025.12.18 NTT TECHNOCROSS CORP

AI summary

An information processing system includes a display controller configured to display, in association with one another, a call text obtained by converting a voice call with a customer into a text through voice recognition, speaker information indicating a speaker of the call text, and time information indicating a date and time of the call text that was spoken; and a customer interaction record preparation unit configured to, in response to a user operation with respect to the time information, prepare the time information, and the call text and the speaker information each corresponding to the time information, as a customer interaction record with respect to the customer.