Voice Call Segment Identification for New Participants
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Solution Overview
Problem
In call scenarios where participants join after the call has progressed, they often miss important portions of the conversation, leading to inefficiencies and disruptions, as existing technologies do not effectively provide recorded call data to new participants in a timely and relevant manner.
Innovation Solution
A method and apparatus that record and store voice calls, processing them to identify segments of interest and automatically forward these segments to new call participants upon transfer, using keywords and timestamps to determine relevant portions of the call, allowing new participants to quickly catch up on missed information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If new call participants join after the call has progressed, then they can participate in ongoing discussions, but they miss important portions of the conversation leading to inefficiencies and disruptions
Solution Approach 1:
The system performs preliminary action by automatically recording and storing call data segments in advance before new participants join. The recording system captures call segments continuously or based on triggers, so when a new participant joins, the relevant recorded segments are already available for immediate retrieval and transmission, eliminating the need for new participants to miss any information.
Solution Approach 2:
The system introduces an intermediary mechanism - an automated system that acts as a mediator between the ongoing call and new participants. This intermediary records call segments, processes them to identify relevant portions, retrieves appropriate segments, and transmits them to new participants, thereby bridging the information gap without requiring new participants to be present from the beginning.
2Loss of information
If the entire call is recorded and transmitted to new participants, then they receive complete information, but it increases the time and processing required to deliver relevant segments
Solution Approach 1:
The system applies segmentation by dividing the call into discrete call data segments that can be independently stored, retrieved, and transmitted. Instead of handling the entire call as one large file, the system segments the call chronologically or by topic, allowing it to quickly retrieve only the specific segments relevant to new participants based on their join time and the call context, significantly reducing processing time while maintaining information completeness.
Solution Approach 2:
The system extracts only the necessary call data segments from the full call recording based on predetermined criteria such as join time, call topic, or speaker identification. This extraction process eliminates unnecessary portions of the call that new participants would not need, delivering only the relevant information quickly and efficiently without the overhead of processing or transmitting the entire call.
3Productivity
If call segments are processed and transmitted automatically, then new participants receive information promptly, but the system complexity increases
Solution Approach 1:
The system implements self-service by automating the entire process of recording, segmenting, retrieving, and transmitting call data segments without requiring manual intervention. The automated system monitors call events, identifies when new participants join, automatically retrieves relevant segments based on predetermined criteria, and transmits them to new participants, thereby achieving high productivity while managing complexity through automation rather than manual processes.
4Loss of information
If call data is stored in memory for later retrieval, then new participants can access recorded segments, but storage requirements and data management complexity increase
Solution Approach 1:
The system segments call data into discrete, manageable units that can be stored independently in memory. Each call segment is stored as a separate entity with metadata indicating its content, time range, and relevance criteria. This segmentation allows the system to store only the necessary portions of calls that are likely to be needed by future participants, optimizing storage utilization while ensuring information availability.
Data Source
AI summary
A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a voice call, and storing the portion of the voice call in memory. The method may also include processing the portion of the voice call to identify at least one segment of interest, and forwarding the at least one segment of interest to a new call party responsive to a call transfer action.