Real-Time VoIP Insights Through AI Context and Intent Analysis
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing VoIP applications lack real-time insights during conversations, hindering effective engagement and progression of sales calls.
Innovation Solution
An application server processes voice utterances through a conversation AI engine to identify context and intent, formulating queries to retrieve insights from backend databases and display them in real-time on participant terminals.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If real-time insights are provided during VoIP conversations using AI processing, then engagement and productivity are improved, but system complexity and processing time increase
Solution Approach 1:
The patent introduces an AI engine as an intermediary component between the VoIP communication system and the participants. This AI engine automatically analyzes conversation context, identifies key information, and generates relevant insights without requiring direct human intervention or complex manual processing, thus improving productivity while managing system complexity through automated mediation
Solution Approach 2:
The system enables self-service by allowing the AI engine to autonomously process conversation transcripts, identify context changes, and generate insights without requiring external assistance. The system serves itself by automatically managing the entire workflow from transcription to insight generation and delivery, reducing the need for additional human resources or complex manual procedures
2Productivity
If real-time insights are provided during VoIP conversations, then engagement and efficiency are enhanced, but processing time and computational resources increase
Solution Approach 1:
The system performs preliminary actions by continuously analyzing conversation transcripts and identifying context changes in real-time as the conversation progresses. The AI engine proactively processes information and prepares insights before they are needed, allowing for rapid delivery of relevant information without causing delays in the conversation flow
Solution Approach 2:
The patent implements continuous useful action by maintaining an ongoing analysis of the conversation throughout its duration. The AI engine continuously monitors transcript changes, identifies context transitions, and generates insights throughout the entire conversation rather than processing everything at once or at discrete intervals, ensuring timely delivery of relevant information while optimizing processing efficiency
Data Source
AI summary
The disclosure describes systems, methods, and media for generating real-time insights in a voice over internet protocol (VOIP) conversation. According to the methods, an application server receives a transcript of one or more voice utterances of a participant in the VOIP conversation, and identifies a context of the VOIP conversation and a first state of the context based on the transcript. The application server further receives an intent of the participant from a conversation artificial intelligence (AI) engine based on the transcript provided to the conversation AI engine. The application server further formulates one or more queries based on the intent, the context, and the first state of the context to retrieve one or more insights from one or more backend databases, and transmits the one or more insights to a terminal of at least one participants of the VoIP conversation for display.