End-of-Hold Detection Using Targeted Speech Analysis
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
End-of-hold notification systems face challenges in accurately detecting when a party is available to resume a call, particularly in call centers, due to the impracticality and error-prone nature of generic voice detection, which can lead to false positives and premature call-backs.
Innovation Solution
Implementing a targeted speech detection system that is sensitive to specific words or phrases, combined with DTMF detection and background noise analysis, to enhance the accuracy of end-of-hold condition detection, allowing for customizable messages and notifications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If generic voice detection is used to detect end-of-hold condition, then the system can detect when a party is available to resume a call, but the detection accuracy deteriorates due to false positives and premature call-backs
Solution Approach 1:
The patent applies local quality by transitioning from generic voice detection to targeted speech detection. The system detects specific keywords, phrases, or patterns that locally identify genuine end-of-hold conditions rather than any voice activity. This selective detection approach improves reliability by focusing on meaningful speech indicators while filtering out background noise and irrelevant voices.
Solution Approach 2:
The patent changes detection parameters by incorporating multiple detection criteria including speech presence detection, speech energy thresholds, and specific keyword matching. These parameter changes enable the system to distinguish between genuine end-of-hold conditions and false positives, thereby improving measurement precision and reducing erroneous call-backs.
2Measurement precision
If targeted speech detection with multiple analysis methods is implemented, then detection accuracy improves, but device complexity increases
Solution Approach 1:
The patent segments the detection system into distinct functional modules: speech presence detection module, speech energy analysis module, keyword detection module, and end-of-hold determination module. Each module performs a specific detection function and outputs results that are combined to make the final determination. This segmentation improves measurement precision through multiple analysis angles while managing device complexity by organizing functions into independent, reusable components.
Solution Approach 2:
The patent implements multi-functionality by designing a detection system that simultaneously performs speech presence detection, energy analysis, keyword matching, and pattern recognition using the same infrastructure. The speech detection apparatus serves multiple detection purposes, reducing overall system complexity compared to implementing separate dedicated systems for each detection method.
3Reliability
If speech presence detection and energy analysis are used, then false positives are reduced, but the difficulty of detecting and measuring increases
Solution Approach 1:
The patent employs feedback mechanisms where detection results from speech presence analysis and energy measurement are continuously monitored and used to adjust detection thresholds. The system learns from detected patterns and adjusts its sensitivity parameters, making the detection process more reliable over time while reducing the apparent complexity through adaptive automation.
Solution Approach 2:
The patent performs preliminary speech presence detection and energy analysis before making end-of-hold determinations. By pre-processing the audio signal and identifying potential speech events in advance, the system reduces the complexity of real-time decision-making and improves reliability by having multiple layers of preliminary filtering before the final detection decision.
Data Source
AI summary
In an end-of-hold notification method and apparatus, upon activation of end-of-hold notification from a first communication device, a detector is activated to monitor a communication connection between the first communication device and a second communication device for an end-of-hold condition from the second communication device, and a customized message from a user of the first communication device (e.g., a textual message, a graphical message, an audio message, etc.) is sent by the first communication device to the second communication device such that the custom message is sent outside of the communication connection and before detection of the end-of-hold condition from the second communication device.