Real-Time Promise Extraction from Call Transcripts
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current call center management systems lack effective management of promises made by agents to customers, leading to inefficiencies and unsatisfied customers.
Innovation Solution
A promise management apparatus that uses automatic speech recognition and language processing to transcribe and analyze calls in real-time, extracting promises made during conversations, associating identification information, and storing them for tracking and display through a graphical user interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual promise tracking by agents is used, then system complexity is low, but promise management effectiveness deteriorates
Solution Approach 1:
The patent replaces manual mechanical tracking methods with automated speech recognition and natural language processing systems. The call processing engine automatically transcribes calls, identifies promises through pattern recognition, and tracks them without human intervention, substituting manual operations with automated computational processes.
Solution Approach 2:
The system enables self-service by allowing the call management system to automatically extract, track, and manage promises without requiring agent intervention. The automated engine processes calls, identifies commitments, and maintains tracking independently, freeing agents from manual promise management tasks.
2Measurement precision
If automated speech recognition and language processing are implemented, then promise extraction accuracy is improved, but processing time increases
Solution Approach 1:
The system performs preliminary transcription and promise identification during the call itself rather than after. The call processing engine transcribes and analyzes the call in real-time, extracting promises as they are made, which eliminates post-call processing delays and reduces overall processing time.
Solution Approach 2:
The patent maintains continuous processing during the call by transcribing and analyzing speech as it occurs. This continuous real-time processing ensures that promises are identified and tracked immediately without interruption, maintaining both accuracy and efficiency by avoiding batch processing delays.
3Speed
If real-time call transcription and analysis is performed, then promise tracking timeliness is improved, but computational resource consumption increases
Solution Approach 1:
The system extracts only the relevant promise-related information from the full call transcript using natural language processing. Rather than processing and storing entire call transcripts, the engine identifies and extracts specific promise statements, associated metrics, and commitments, reducing computational load while maintaining real-time tracking capability.
Data Source
AI summary
Method for managing a promises management apparatus comprises automatically transcribing, using an automatic speech recognition engine, a call between a caller and an agent, based on real-time call stream of the call, wherein the caller calls the agent for resolution of a concern using the promises management apparatus. The method comprises automatically extracting, using a natural language processing engine, in real-time a promise made by the agent to the caller based on the transcript of the call, generating promises data comprising a timeline and an action, and displaying the promises data in a graphical user interface (GUI).