Speech Analytics Component Keyword Management for Contact Center Compliance
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Solution Overview
Problem
The existing speech analytics systems in contact centers face high processing requirements, leading to increased costs and inefficiencies when managing agent compliance across multiple calls and contexts, as they must continuously monitor for various keywords without context-specific guidance, resulting in unnecessary resource usage.
Innovation Solution
Implementing a command-based system for a speech analytics component that allows for loading, applying, removing, and releasing keyword sets dynamically based on specific commands from a call handler, reducing the need for the system to know all contextual requirements and optimizing processing resources.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the speech analytics component continuously monitors all speech for various keywords without context-specific guidance, then comprehensive compliance monitoring is achieved, but processing resources are excessively consumed
Solution Approach 1:
The patent segments the continuous speech monitoring process into discrete, context-specific keyword set applications. Instead of monitoring all speech uniformly, the system divides monitoring into targeted segments based on call context, party identity, and compliance requirements. This is achieved through context indicators that trigger specific keyword set applications, reducing overall processing load while maintaining comprehensive compliance coverage where needed.
Solution Approach 2:
The patent implements dynamic keyword set management where the speech analytics component adaptively loads, applies, removes, and releases keyword sets based on real-time call context. This dynamic approach allows the system to activate comprehensive monitoring only when context indicators suggest compliance issues may arise, rather than maintaining constant high-level monitoring across all calls, thereby optimizing processing resource usage.
2Adaptability or versatility
If the speech analytics component processes an increasing number of calls and compliance contexts, then compliance coverage is improved, but capital costs for additional servers and resources increase
Solution Approach 1:
The patent creates a universal command interface that enables a single speech analytics component to handle multiple compliance contexts and call types through a standardized set of commands (load, apply, remove, release keyword sets). This multi-functional approach allows one system to adapt to varying compliance requirements across different calls and contexts without requiring separate dedicated systems for each compliance scenario, reducing infrastructure complexity.
Solution Approach 2:
The patent changes the operational parameters of the speech analytics component dynamically by loading and applying different keyword sets based on call context indicators. This parameter change strategy allows the same hardware infrastructure to serve multiple compliance functions by altering which keywords are monitored, rather than requiring separate systems for each compliance context, thereby reducing capital costs for additional servers.
3Measurement precision
If the speech analytics component monitors all parties on all calls for all keywords, then complete compliance detection is achieved, but processing efficiency decreases
Solution Approach 1:
The patent applies local quality by tailoring the monitoring intensity and keyword sets to specific local contexts within calls. Different keyword sets are applied to different parties (agent vs. customer) based on their roles and potential compliance risks. Context indicators trigger selective application of monitoring to specific parties only when relevant, rather than uniformly monitoring all parties on all calls, thus maintaining detection accuracy while improving processing efficiency.
Data Source
AI summary
A command set and associated capabilities are defined for a speech analytics component (“SAC”) in a call center. The speech analytics component is used to monitor speech of an agent and a remote party on a call for the purpose of determining whether the agent is complying with various call center policies or applicable regulations. The command set allows the call handler to instruct the SAC to load a keyword set into memory for future use, apply the keyword set to an indicated call and for an indicated party, to remove use of the keyword set, and to release the keyword set from memory. This allows the SAC to monitor speech as required for a particular context, which is known to the call handler, but not necessarily by the SAC. In this way, efficient use of the SAC processing resource is obtained for various call contexts.