Context-Aware Media Recording for Call Center Resource Optimization

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Solution Overview

Problem

Call centers face challenges in efficiently recording and managing multimedia communications due to increased bandwidth and storage needs, as well as human error in manual recording processes, which wastes resources and increases operational burdens.

Innovation Solution

Implementing an automatic real-time recording and processing system in a communications network that analyzes media streams to identify context and trigger recording based on business rules, allowing for selective retention and processing of communication sessions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If all multimedia communications are recorded automatically, then complete communication archives are obtained, but network bandwidth and storage resources are wasted on irrelevant content

Engineering Contradiction:

Improvecompleteness of communication archivesVSAvoidnetwork bandwidth and storage resources

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The system extracts and records only the relevant portions of multimedia communications that contain context matching business rules, rather than recording all communications. The analysis module identifies context by analyzing media streams against business rules, and the recording module records only those segments that match, thereby extracting useful information while discarding irrelevant content to conserve resources.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The system changes the recording parameter from binary (record or not record) to conditional recording based on context analysis. By introducing context analysis as an intermediate parameter, the system dynamically determines recording decisions, transforming the approach from blanket recording to selective recording based on relevance criteria.

Inventive Principle:

Principle #35Parameter changes

2Loss of energy

If manual recording activation is used to identify relevant calls, then recording resources are conserved, but call center personnel time and accuracy are compromised

Engineering Contradiction:

Improvecall center resourcesVSAvoidrecording accuracy and support quality

Core Design Contradiction:

Loss of energyVSReliability

Solution Approach 1:

The system performs self-service by automatically analyzing media streams and making recording decisions without human intervention. The analysis module autonomously evaluates incoming communications against business rules and triggers recording automatically, eliminating the need for call center personnel to manually identify and record relevant calls, thus freeing their time while maintaining high accuracy.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system replaces the mechanical process of manual call identification and recording activation with an automated analytical system. Instead of relying on human operators to listen and decide, the patent uses computer-based media stream analysis with business rule evaluation, substituting human cognitive labor with automated information processing.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Loss of energy

If selective recording based on context analysis is implemented, then resource efficiency improves, but system complexity increases

Engineering Contradiction:

Improvebandwidth and storage efficiencyVSAvoidrecording system architecture

Core Design Contradiction:

Loss of energyVSDevice complexity

Solution Approach 1:

The recording system is segmented into distinct functional modules: an analysis module that evaluates media streams against business rules, and a recording module that executes recording based on analysis results. This segmentation allows each module to specialize in its function, managing complexity through modular design while enabling efficient selective recording.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The analysis module serves as an intermediary between the media stream input and the recording module. It mediates the decision-making process by analyzing incoming communications and determining whether recording should occur, thereby simplifying the overall system architecture by introducing a dedicated control layer that manages the complexity of selective recording logic.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS10609213B2Automatic contextual media recording and processing utilizing speech analytics

Publication Date: 2020.03.31 MICROSOFT TECHNOLOGY LICENSING LLC

AI summary

Embodiments are provided for the automatic real-time recording and processing of media in a communications network based on the context of the media. In one embodiment, a media stream is received in an analysis module in a service platform in the communications network. The media stream may represent a communication session between a calling party and a call center in the network. The incoming media steam is analyzed to identify words comprising a context of the communication session. A determination is then made as to whether the context of the communication session is related to a set of business rules associated with the service platform which may automatically trigger the retention of a recording of the communication session. If the context of the communication session is related to the set of business rules, the retention of the communication session is automatically triggered in real-time at a recording module.