Conversation Time-Stamp Range Selection for Contact Center Cost Control

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Solution Overview

Problem

The high costs associated with applying time-stamping to all voice and text data in contact centers due to increased access to the time-stamping authority (TSA) and the need to time-stamp both types of data necessitate a more efficient approach.

Innovation Solution

An information processing device and method that specifies a setting range for time-stamping based on the content of conversations, applying it only to relevant portions of voice and text data, determined by call reasons and key words, reducing unnecessary time-stamping.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If time-stamping is applied to all voice data in contact centers, then data integrity and authenticity are ensured, but costs increase significantly

Engineering Contradiction:

Improvedata integrityVSAvoidcosts

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The patent segments the conversation data into multiple ranges based on conversation topics or important sections. Instead of applying time-stamping to the entire conversation, only specific segmented ranges that contain important information are selected for time-stamping. This reduces the overall data volume requiring time-stamping while maintaining data integrity for critical portions.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The patent applies different quality levels of time-stamping to different parts of the conversation data. Important sections receive full time-stamping protection, while less critical sections may receive reduced or no time-stamping. This local differentiation optimizes the balance between data integrity and cost reduction.

Inventive Principle:

Principle #3Local quality

2Reliability

If time-stamping is applied to both voice data and converted text data, then comprehensive data protection is achieved, but costs increase even more

Engineering Contradiction:

Improvedata protectionVSAvoidcosts

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The patent applies partial action by selecting only certain conversation ranges for time-stamping rather than processing all voice and text data. The system identifies and processes only the portions of data that require authentication, avoiding unnecessary time-stamping operations on redundant or less important data sections.

Inventive Principle:

Principle #16Partial or excessive action

3Reliability

If time-stamping is applied to the entire conversation data, then complete data authenticity is ensured, but the necessary range cannot be reduced

Engineering Contradiction:

Improvedata authenticityVSAvoiddata range

Core Design Contradiction:

ReliabilityVSQuantity of substance

Solution Approach 1:

The patent extracts and identifies specific important ranges within the conversation data that require time-stamping. By taking out only the essential portions containing key information, the system reduces the quantity of data subjected to time-stamping while ensuring authenticity for the most critical sections.

Inventive Principle:

Principle #2Taking out (Extraction)

Data Source

PatentUS12614029B2Information processing device, information processing method and program

Publication Date: 2026.04.28 NTT TECHNOCROSS CORP

AI summary

An information processing device according to at least one embodiment has a specifying unit configured to specify the setting range for setting time-stamping, based on the content of a conversation between a plurality of people, the setting range being part or all of conversation data that represents the conversation, and a setting unit configured to set time-stamping for the specified setting range.