Real-Time Voice Signal Analysis for Contact Center Storage Optimization
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Solution Overview
Problem
Contact centers face challenges in efficiently recording and analyzing voice signals due to high storage costs and delayed issue identification, missing opportunities to address problems in real-time, leading to potential customer dissatisfaction and loyalty loss.
Innovation Solution
Implementing a system that analyzes streaming voice signals in real-time to detect predetermined utterances, determining response-determinative significance, and initiating responsive actions, while deciding on short-term or long-term storage based on the analysis, allowing for improved reaction times to potential issues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If contact centers record a small percentage of incoming calls for compliance and quality purposes, then storage costs are reduced, but the ability to identify issues or problems efficiently deteriorates
Solution Approach 1:
The system performs preliminary analysis of call content during the call itself, identifying keywords, phrases, and sentiment patterns that indicate potential issues. This preliminary action enables real-time detection of problems before the call ends, allowing immediate responsive actions to be taken while the customer is still engaged, rather than waiting for post-call review of recorded calls.
Solution Approach 2:
The patent replaces the mechanical approach of manually reviewing recorded calls with automated real-time speech analysis using speech-to-text conversion, natural language processing, and machine learning algorithms. This substitution enables efficient processing and analysis of call content without requiring manual listening and review, dramatically improving issue identification efficiency while reducing storage requirements.
2Reliability
If contact centers analyze calls after the fact, then compliance recording requirements are met, but the opportunity to address problems when they occur is lost
Solution Approach 1:
The system performs preliminary analysis of call content during the call itself, identifying keywords, phrases, and sentiment patterns that indicate potential issues. This preliminary action enables real-time detection of problems before the call ends, allowing immediate responsive actions to be taken while the customer is still engaged, rather than waiting for post-call review of recorded calls.
Solution Approach 2:
The system provides real-time feedback to agents during calls by analyzing speech content and providing alerts or suggestions about potential issues. This feedback loop enables agents to adjust their approach immediately, address customer concerns while they arise, and improve customer experience in real-time rather than waiting for post-call analysis.
3Reliability
If contact centers record all incoming calls for compliance purposes, then compliance requirements are fully met, but storage costs increase significantly
Solution Approach 1:
The system extracts only the essential elements of call content that are relevant for compliance and quality purposes, such as detected issues, customer sentiment, key topics discussed, and resolution outcomes. By extracting and analyzing only these critical elements in real-time, the system maintains compliance capabilities while avoiding the need to store entire call recordings, significantly reducing storage costs.
Solution Approach 2:
Instead of storing complete call recordings, the system creates simplified digital representations or copies of call content in the form of transcribed text, extracted keywords, sentiment scores, and issue classifications. These compressed representations maintain the essential information needed for compliance and analysis while occupying minimal storage space compared to full audio recordings.
Data Source
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AI summary
Streaming voice signals, such as might be received at a contact center or similar operation, are analyzed to detect the occurrence of one or more unprompted, predetermined utterances. The predetermined utterances preferably constitute a vocabulary of words and/or phrases having particular meaning within the context in which they are uttered. Detection of one or more of the predetermined utterances during a call causes a determination of response-determinative significance of the detected utterance(s). Based on the response-determinative significance of the detected utterance(s), a responsive action may be further determined. Additionally, long term storage of the call corresponding to the detected utterance may also be initiated. Conversely, calls in which no predetermined utterances are detected may be deleted from short term storage. In this manner, the present invention simplifies the storage requirements for contact centers and provides the opportunity to improve caller experiences by providing shorter reaction times to potentially problematic situations.