Interaction Data Validation Using Speech and Semantic Comparison

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Solution Overview

Problem

Existing systems for validating information exchanged during customer-agent interactions are inefficient and labor-intensive, with manual review processes consuming significant time and resources, leading to very few interactions being effectively validated for accuracy.

Innovation Solution

An automated interaction processing system that monitors and validates information exchanged between customers and agents by comparing agent inputs with stored information using automatic speech recognition and semantic analysis, triggering review operations when discrepancies are detected.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If manual review processes are used to validate information exchanged during interactions, then validation accuracy can be maintained, but time consumption and labor intensity increase significantly

Engineering Contradiction:

Improvevalidation accuracyVSAvoidtime consumption

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The patent replaces the mechanical manual review system with an automated computer-based validation system that uses speech recognition, natural language processing, and data comparison algorithms to validate information exchanged during customer-agent interactions, eliminating the need for human reviewers while maintaining validation accuracy

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables self-validation by automatically comparing information captured during interactions against existing records and data sources without requiring external human intervention, allowing the system to validate its own data accuracy through automated processes

Inventive Principle:

Principle #25Self-service

2Reliability

If manual review of interactions is performed, then information accuracy can be verified, but labor resources are consumed excessively

Engineering Contradiction:

Improveinformation accuracyVSAvoidvalidation efficiency

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The patent substitutes human reviewers with an automated computer system that performs validation tasks using speech recognition, data extraction, and comparison algorithms, thereby maintaining information accuracy verification while eliminating labor resource consumption

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system introduces an intermediary automated validation layer between information capture and storage, using computer-based analysis to verify data accuracy before finalizing records, thereby maintaining reliability without requiring human labor

Inventive Principle:

Principle #24Intermediary (Mediator)

3Productivity

If automated validation systems are implemented, then validation speed and coverage improve, but system complexity increases

Engineering Contradiction:

Improvevalidation speedVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent implements a multi-functional automated validation system that handles speech recognition, data extraction, comparison, and validation across multiple interaction types (calls, chats, emails) using a single integrated platform, thereby improving validation speed and coverage while managing system complexity through consolidation

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS12542129B2Automated validation of information exchanged during interactions

Publication Date: 2026.02.03 VERINT AMERICAS INC

AI summary

A system including an interaction processing component is deployed to automatically validate information exchanged during an interaction.