Contact Center Transcript Normalization with Finite-State and LLM Fallback

The patent segments the transcription processing into two distinct stages: first, exact transcription is performed to capture all spoken content accurately; second, a separate normalization stage processes the transcript to convert numerical entities (dates, times, amounts) into readable formats. This segmentation allows both high transcription accuracy and improved readability to coexist without compromising either objective.

The patent implements preliminary action by pre-compiling comprehensive lists of numerical entity patterns (dates, times, currencies, quantities) and their corresponding readable format transformations before the actual transcription normalization process. During transcript processing, the system simply matches patterns against these pre-prepared lists rather than performing complex analysis, dramatically reducing processing time while maintaining high readability.

The patent applies local quality by selectively normalizing only the portions of the transcript containing numerical entities (dates, times, amounts, quantities) while leaving the rest of the text in its original transcribed form. This targeted approach ensures that readability is improved precisely where needed (in numerical expressions) without adding unnecessary processing overhead to the entire transcript, thereby maintaining high processing speed while enhancing readability where it matters most.