Interaction Transcript Evaluation for Consistent Audio Review
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Solution Overview
Problem
Existing interaction evaluation methods are inefficient and prone to bias, leading to missed issues and inconsistent assessments due to the complexity and tone of interactions, which can result in significant harm to workplaces and customer-facing industries.
Innovation Solution
A system that processes audio streams to detect interactions, generate transcripts, identify timestamps and keywords, and provide uniform evaluation across multiple locations, reducing bias and streamlining the assessment process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual interaction evaluation is performed by administrators, then human judgment and contextual understanding can be applied, but the process becomes time-consuming, prone to bias, and inconsistent across different locations
Solution Approach 1:
The patent replaces the mechanical system of manual human review with an automated computer-based system that processes audio streams, generates transcripts, and evaluates interactions using algorithms. This substitution eliminates human bias and inconsistency while significantly reducing the time required to evaluate large volumes of interactions across multiple locations
Solution Approach 2:
The system enables self-service evaluation by automatically processing interactions without requiring administrator intervention for each case. The automated generation of transcripts, interaction detection, and evaluation metrics allow the system to serve itself in evaluating interactions, freeing administrators from time-consuming manual review tasks
2Productivity
If automated processing of audio streams is implemented, then evaluation speed and consistency improve, but system complexity and processing requirements increase
Solution Approach 1:
The patent segments the complex audio processing task into distinct modular components: audio stream reception, transcript generation, interaction detection, and evaluation. This segmentation allows each component to be independently optimized and managed, reducing overall system complexity while maintaining high processing efficiency and productivity
3Measurement precision
If detailed analysis of interaction transcripts is performed, then detection accuracy improves, but processing time and computational resources increase
Solution Approach 1:
The patent extracts only the essential and relevant information from full interaction transcripts, focusing on key interactions and metrics that matter for evaluation. By taking out only the critical elements rather than analyzing every detail equally, the system achieves high detection accuracy while significantly reducing processing time and computational resource requirements
Data Source
AI summary
A system includes a computing device that includes a memory configured to store instructions. The system also includes a processor to execute the instructions to perform operations that include receiving an audio stream from a first user device, and processing the audio stream to detect one or more interactions and corresponding interaction transcripts, wherein each interaction transcript is a portion of a transcript generated for the audio stream and comprises words spoken in the interaction. For each detected interaction, processing the corresponding interaction transcript to detect at least timestamps and one or more keywords associated with the interaction. Operations also include presenting for evaluation, on a display of a second user device, data pertaining to the one or more detected interactions.