Note : Les descriptions sont présentées dans la langue officielle dans laquelle elles ont été soumises.
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METHODS AND APPARATUS FOR AUDIO DATA MONITORING AND
EVALUATION USING SPEECH RECOGNITION
BACKGROUND OF THE INVENTION
Field of the Invention
The present invention relates to the field of audio data monitoring, such as
the
monitoring of telephone calls and, more specifically, to leveraging voice
recognition
technology to provide new and improved features and functionality for use in
audio data
monitoring. Such new and improved features and.functionality include user
programmable rules-based quality monitoring of telephone calls, speech and
data SQL
integration for fast and efficient searches of audio data for spoken words,
phrases, or
sequences of words, the provision of speech cursors indicating-the location of
words or
phrases in audio data, automated quality monitoring, as well as other features
and
functions described herein.
Description of Related Art
Prior art telephone call monitoring typically consisted of recording telephone
calls
and the manual monitoring of only a select few (e.g., 5%) of the recorded
calls by a call
center employee or supervisor. Searching for particular words or phrases must
be
performed manually by listening to segments of audio recordings. Such manual
call
monitoring is tedious, time consuming, laborious, and costly.
Call monitoring is often included as part of modern call or contact center
supported
by modem Computer Telephony Integration (CTI) systems. CTI is an indispensable
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component of doing business over the telephone, CTI middleware providing a
software
bridge between computers and telephone systems in contact centers. CTI
functions to
bringing together computer systems and telephone systems so that their
functions can be
coordinated. Functionality made possible by core CTI technology include:
Interactive
Voice Response (IVR) integration, which transfers caller-entered IVR
information to
Customer Support Representative (CSR) desktop PCs, Screen Pop and coordinated
call-
data transfer between CSRs. By integrating computers and telephone systems,
contact
centers can realize significant advances in both CSR productivity and the
quality of
customer service.
CTI applies computer-based intelligence to telecommunications devices,
blending
the functionality of computers and computer networks with the features and
capabilities of
sophisticated telephone systems over an intelligent data link to gain
increases in CSR
productivity, customer satisfaction and enterprise cost savings. CTI combines
the
functionality of programmable computing devices with the telephony network
through the
exchange of signaling and messaging data between the switching systems and a
computer.
CTI's principal undertaking is to integrate various call center systems and
platforms,
including PBXs, LANs, IVR/VRU systems, predictive dialers, the desktop PC and
Internet-based applications.
Three functions-IVR integration, screen pop and coordinated call-data-transfer
lie
at the core of most CTI implementations. A common CTI function is the "screen
pop" or
"smart call handling". The screen pop uses telephony-supplied data typically
ANI
(automatic number identification), DNIS (dialed number identification service)
and/or
IVR-entered data to automatically populate a CSR's desktop application screen
with
information related to the transaction, such as a customer's profile or
account information,
scripts or product information. When the CSR answers the phone, he or she
knows who is
calling and is better positioned to provide effective customer service.
Closely related to the
screen pop application is an application often referred to as "coordinated
call-data
transfer." A typical scenario for this application might proceed as follows. A
Tier 1 CSR
receives a customer call. The Tier 1 CSR realizes that the customer will have
to be
transferred to a Tier 2 CSR to satisfy the customer inquiry. With a few clicks
of the
mouse, coordinated call-data transfer functionality allows the transferring
CSR to send
both the call and the updated screen data to the receiving CSR. With all of
the information
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relating to the first transaction, the receiving CSR has more data and is able
to more
efficiently and effectively conduct the next customer interaction.
IVR integration typically rounds out most basic CTI implementations. With IVR
integration, information a customer enters into an IVR system is automatically
displayed
on a CSR's desktop PC when the customer elects to speak directly to a CSR. At
the same
time, information collected by the IVR system can be used to trigger a screen
pop. With
this functionality, customers are relieved from having to repeat basic
information when
transferring to a live CSR. The customer is able to carry on with the live CSR
where he or
she left off with the IVR system.
CTI functionality has four principal benefits including (i) increased CSR
productivity; (ii) more competent customer service; (iii) faster access to
customer'
information; and (iv) long distance cost savings. With CTI, CSR productivity
increases
significantly. CSRs are relieved from having to ask customers for routine
information or
for information the customer has already provided, either to another CSR or to
another call
center device. Time spent keying in database access information and waiting
for resulting
information is eliminated. With these process improvements, the overall call
processing
time is reduced, allowing CSRs to process more calls more efficiently in the
course of a
typical day. With screen pop functionality alone, the typical call center
should be able to
realize a 10 to 15 second reduction in average call processing times. The
screen pop
functionality offers a significant savings to a contact center when
implementing "core"
CTI functionality. When there are frequent transfers of customer's calls,
either from an
IVR system or between CSRs, the reduction in average call processing times can
be even
greater.
Another benefit of CTI is the ability to deliver more competent customer
service.
With core CTI functionality, customers are recognized by name as soon as they
reach a
live CSR. In addition, customers are relieved from having to repeat routine
information
every time they are transferred to a different call center location. To the
customer, CTI is
transparent, as it provides the customer with a seamless interaction, and
giving the
customer a favorable impression of the organization as a competent, customer-
focused
operation.
CTI further supports upselling and cross-selling existing customers. Having
fast
access to customer information is a critical requirement to being able to
upsell and cross-
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sell effectively. By allowing CSRs to access customer information as they make
voice
contact with the customer, CSRs are better able to plan up-sale and cross-sale
proposals.
An additional benefit of CTI is reduced long distance charges per call. CTI
allows
the call center to process calls faster, the technology can result in
considerable reductions
of long distance charges.
With reference to Figure 1, a typical call or Contact Center 100 may include a
switch 102 such'as an Automatic Call Distributor (ACD) and/or Private Branch
Exchange
(PBX) connected to a communications network, such as the Public Switched
Telephone
Network (PSTN) for receiving calls from and making calls to customer
telephones 101.
Switch 102 is connected to and cooperates with Interactive Voice Response
system 103
for automatically handling calls (e.g., playing messages to and obtaining
information from
callers, etc.) and with CTI Server 104 for routing calls to CSRs. CTI Server
104 is also
connected to Switch 102 for receiving call information such as DNIS,and ANI,
and to
CSR Workstation 105 for providing information to a CSR. CSR Workstation 105
may
connect to Database 106 directly and/or receive information form Database 106
through
CTI Server 104 when an appropriate connection (not shown) is available. A CSR
has
access both to CSR Workstation 105 and to CSR Telephone 107 for conversing
with
customers and retrieving data from and inputting data into Database 106 and
performing
other call handling actions using CTI Server 104, IVR 103 and Switch 102.
Referring to Figure 1, a typical call processing session may proceed as
follows.
1.) A customer call from telephone 101 comes into ACD/PBX switch 102.
2.) The call gets routed to IVR 103.
2a). Switch 102 sends ANI, DNIS to CTI Server 104.
3.) IVR 103 requests call data from CTI Server 104.
3a.) The call data is sent to IVR 103 from CTI Server 104.
4.) IVR 103 and Caller exchange information.
5.) IVR 103 sends call data to the CTI Server 104.
5a.) IVR 103 transfers the call back to Switch 102.
6.) CSR Workstation 105 requests data and the CTI Server 104 sends it.
7.) Data sent to CSR Workstation 105 triggers a call to Customer Database 106.
8.) The data from the caller data triggers a call to the Customer Database 106
to
populate the CSR Screen 105 with the customer data as the voice arrives.
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One of the tasks in running a call or Contact Center is to ensure that the
system is
properly operating and that each CSR is trained and efficiently handles
interactions with
customers. Such quality assurance tasks are often supported by call monitoring
systems
and methods. For example, U.S. Patent No. 5,535,256 entitled Method And System
For
5 Automatically Monitoring The Performance Quality Of Call Center Service
Representatives issued July 9, 1996 to Maloney et al.. describing a method and
system for
monitoring the performance of a CSR in servicing calls in a call center by
determining an
interval within which to monitor the service representative's performance in
responding to
calls, as well as by determining a number of calls or length of time for
monitoring the
representative within the interval. U.S. Patent No. 6,263,049 entitled Non-
Random Call
Center Supervisory Method and Apparatus issued July 17, 2001 to Kuhn
describing a
computer-implemented method and apparatus for monitoring of CSR calls in a non-
random fashion in order to provide a supervisor with flexible control over
monitoring
schedules. U.S. Patent No. 6,408,064 entitled Method and Apparatus for
Enabling Full
Interactive Monitoring of Calls To and From a Call-In Center issued June 18,
2002 to
Fedorov et al., describing a CSR station at a telephone call center with a
telephone speaker
line connected to a microphone input at the sound card. These CSR stations are
interconnected on a LAN such that a supervisor at one station may monitor
telephone
conversations at another station. U.S. Patent No. 6,542,602 entitled Telephone
Call
Monitoring System issued April 1, 2003 to Elazar describing a method of
monitoring CSR
telephonic interactions with customers including a) receiving a CTI datum
associated with
a telephone call between a CSR and a party, b) determining whether the
telephone call is
to be recorded by determining whether the CTI datum meets at least one
predefined
monitoring condition, and, if so, c) recording at least a portion. of the
telephone call.
While these prior art systems provide some degree of CSR monitoring and system
quality assurance, improved methods and systems are needed to enhance
monitoring
functions, collect information, and support review and analysis of quality
assurance and
monitoring data.
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BRIEF SUMMARY OF THE INVENTION
According to one aspect of the invention, a method of analyzing audio data
includes steps of processing an audio segment into a format suitable for rapid
searching;
determining an appropriate set of rules to apply to the audio segment; and
searching the
audio segment in accordance with the rules.
According to a feature of the invention, the method may include a step of
referencing the audio segment wherein the audio segment has been previously
stored in an
electronic media or a step of recording the audio segment.
According to another feature of the invention, the step of processing may
include
processing the audio segment into a format suitable for rapid phonetic
searching.
According to' another feature of the invention, the step of processing may
include a
step of identifying symbols corresponding to discrete portions of the audio
segment, which
symbols may represent respective phonemes of a set of phonemes characteristic
of speech.
According to another feature of the invention, the, step of searching may
include
the steps of. attempting to ford a match within the audio segment of a target
phrase; and in
response, determining whether the target phrase is present within the audio
segment. at or
above a specified confidence level. A step of triggering an event may occur in
response to
the step of determining.
According to another feature of the invention, a step of triggering an event
as a
result of the searching step resulting in matching a given phrase at or above
a specified
confidence level and/or in not fording a match for a given phrase at or above
a specified
confidence level. Alternatively or in addition to triggering an event,
detection of either
condition may result in incrementing a statistical parameter.
According to' another feature of the invention, searching may include a
combination present (or absent) in a specified order and/or temporal
relationship (with
respect to each other and/or within the audio segment) within the audio
segment.
According to another feature of the invention, a method may further include
analyzing CTI data associated with the audio segment; and providing an
indication of
satisfaction of a criteria in response to the steps of searching and
analyzing. The CTI data
may include (i) called number (DNIS), (ii) calling number (ANI) and/or (iii)
Agent Id (a
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unique identifier of the agent that handled the call) According to another
feature of the
invention, the method may further include a step of performing order
validation. Order
validation may include comparing a parameter of an order associated with the
audio
segment with a content of the audio segment resulting from the searching step.
According to another feature of the invention, the step of searching may
include a
step of searching for a target phrase, the method further comprising'a step of
performing
order validation including determining whether an order associated with the
audio segment
is consistent with a result of the step of searching for the target phrase. A
step of entering
data for the order may also be included wherein the step of performing order
validation
includes validating whether the data is reflected within the audio segment.
According to another aspect of the invention, a method of processing audio
data
may include the steps of importing call data; selectively,. responsive to the
call data,
analyzing an audio segment associated with the call data, the step of
analyzing including
processing the audio segment into a format suitable for rapid searching;
determining an
appropriate set of rules to apply to the audio segment; and searching the
audio segment in
accordance with the rules.
According to another aspect of the invention, a system for analyzing audio
data
may include an audio processor operable to process an audio segment into a
format
suitable for rapid searching; logic operable to determine an appropriate set
of rules to
apply to the audio segment; and a search engine operable to search the audio
segment in
accordance with the rules. The system may further include an electronic media
having
stored therein the audio segment and circuitry, for retrieving the audio
segment from the
memory and providing the audio segment to the audio processor.
According to a feature of the invention, the system may further include an
audio
recorder operable to store the audio segment.
According to another feature of the invention, the audio processor may be
operable
to process the audio segment into a format suitable for rapid phonetic
searching and the
search engine is operable to search the audio segment for phonetic
information.
According to another feature of the invention, the search engine may be
operable
to identify symbols corresponding to discrete portions of the audio segment.
The symbols
may represent respective phonemes of a set of phonemes characteristic of
speech.
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BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS
Figure 1 is a diagram of a Contact Center;
Figure 2 is a block diagram of system for processing, storing and searching
speech;
Figure 3 is a block diagram of a computer integrated telephony (CTI) system
incorporating audio processing according to an embodiment of the invention;
Figure 4 is a dataflow diagram of the embodiment depicted in Figure 3;
Figure 5 is a screen shot of a workstation display depicting an application
manager
used to access CTI system components including systems and functionalities
according to
embodiments of the invention;
Figure 6 is a screen shot of a workstation display depicting a speech browser
main
display used to browse and filter calls, playback audio, search for and
retrieve audio
associated with calls, and implement speech-processing of audio;
Figure 7 is a screen shot of a workstation display depicting a system control
or
commander feature used to start and stop system operations and to provide
system status
information;
Figure 8 is a screen shot of a workstation display depicting a speech
resources
feature used to display system utilization information;
Figure 9 is a screen shot of a workstation display depicting a speech mining
browser used to implement simplified searching of audio segments;
Figure 10 is a screen shot of a workstation display depicting a speech mining
browser used to implement advanced searching of audio segments;
Figure 11 is a screen shot of a workstation display depicting a rules
implemented
by a rules engine defining action to be taken upon receipt of a call;
Figure 12 is a screen shot of a workstation display depicting speech processor
functions used for the batch processing of audio files;
Figure 13 is a screen shot of a workstation display depicting a progress
indicator
showing batch processing of audio files;
Figure 14 is a screen shot of a workstation display depicting a speech
statistics
setup feature used to configure real-time graphic display of system statistics
including
statistics indicating the occurrence and/or non-occurrence of particular
target phrases in
associated, audio segments and/or associated with selected categories of
calls;
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Figure 15 is a screen shot of a workstation display depicting a sample graph
of
system statistics including the counts of specified target phrases identified
at or associated
with particular agent workstations;
Figure 16 is a screen shot of a workstation display depicting a speech
reporting
feature used to create selected reports;
Figure 17 is a screen shot of a workstation display depicting a sample report
generated by the system including speech-related statistics;
Figure 18 is a block diagram of a contact center according to an embodiment of
the
invention; and
Figure 19 is a flow diagram depicting a method of collecting, processing,
organizing, and searching speech segments according to an embodiment of the
invention.
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DETAILED DESCRIPTION OF THE INVENTION
The ensuing description provides exemplary embodiments, only, and is not
intended to limit the scope, applicability, or configuration of the invention.
Rather, the
ensuing description of the exemplary embodiments will provide those skilled in
the art
5 with an enabling description for implementing an example embodiment, of the
invention. It
should be understood that various changes may be made in the function and
arrangement
of elements without departing from the spirit and scope of the invention.
To address the shortcomings of prior art systems, it would be advantageous to
provide an automated call monitoring system capable of automatically analyzing
all
10 telephone calls as they are recorded, which is also capable of reviewing
and monitoring
previously recorded calls. It would be further advantageous to be able to
easily search for
spoken words, phrases or word sequences in the recorded audio using speech
recognition
technology.
In a modern contact center, there is more to voice logging than just recording
audio. There are many reasons why a contact center has a voice, or call,
logger: liability,
training, and quality are some examples. To be useful, logged conversations
must be
located by some reasonable criteria in a timely manner.
In a typical situation, a contact center manager may receive a call from a
caller
who may be dissatisfied with service provided by a' CSR during a recent call.
To
investigate the issue, the contact center manager may ask for the caller's
name, time and
date of the call, and the name of the agent they spoke to. Using prior
technology, the task
of locating the call recording in any voice logger-if formidable. Although it
may be
approximately known when the caller called (or at least when they think they
called, given
time zone differences), it may be difficult to identify the CSR handling the
call. Thus, the
manager must search for the recording, knowing that it will take hours to
locate the right
one, and that the correct recording may never be found. This search problem is
exacerbated in many situations in which there is a free seating environment
for the CSRs
such that, even knowing who the agent was and which campaign the call came in
on, it
will be of little help, because there is no way to link the voice data with
the caller's record.
Thus, it is desirable to reduce the number of records to be searched to a
manageable
subset. Ideally, the desired record(s) can be located in seconds with a
simple, single search
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command. These goals and objectives are satisfied according to the various
embodiments
of the invention.
A voice logger according to one embodiment of the invention is more than a
simple tape recorder, with sufficient data recordings that can be quickly
located and
played back. To obtain the necessary data, the voice logger may be integrated
into a
contact center's infrastructure, preferably to the ACD/PBX switch. For more
complex
searching, the voice logger may be integrated with the IVR and CSR workstation
software.
One arrangement to integrate a call logger is to merge data from the billing
output
of the switch (SMDR) into the logged call records. Generally, the SMDR (The
term
SMDR is used generically to encompass all billing outputs) output of a switch
contains the
time / day of the call, the phone number of the'party in the PSTN, the
extension of the
party on the switch, and the involved trunk ID. An advantage to SMDR
integration is its
relative ease of implementation and low cost. Many commercially available
switches
include a SMDR port by default. The SMDR port is usually an RS232 port that
outputs
billing records at the completion of calls. There may be a number of
disadvantages to the
use of SMDR. For example, the SMDR port may already be in use by the billing
system
such that, to share the data, an RS232 splitter device may be employed.
The amount of data available in the SMDR record, though sufficient for
billing,
may not be sufficient for narrowing searches. For example, CSR ID may not be
included
as an output field such that, in a free seating environment, it may be
difficult to directly
identify and locate calls for a particular CSR. Further, recorded call
segments that span
conferences and transfers may be difficult to accurately be accounted for.
Another
problem sometimes encountered is caused by systems using some form of
proprietary
fixed data format. In such cases, it may be difficult to obtain assistance
from the switch
manufacturers to update its SMDR format to accommodate advanced voice logging
features. Note also that the call logger and the switch must agree, to the
second, on the
current time; clock drift will interfere with the logger's ability to merge'
data and that data
from other sources, such as an agent's desktop or from an IVR may be difficult
or
impossible to integrate.
Some advanced features of an embodiemnt of the present invention rely on a
Computer Telephony Integration (CTI) approach. CTI is used here as a generic
term to
describe a computer system that operates as an adjunct to the ACD/PBX. The
adjunct
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system receives a stream of call related event messages for processing.
Additionally, CTI
can include the.use of CTI middleware. CQmunercially available ACD/PBX
switches
typically include such CTI capability. An advantage to the use of CTI is that
almost any
available data can be collected and stored with the recording. In its simplest
form DNIS,
ANI/CLID, collected digits, and agent ID can be obtained and stored.
Additionally, more
complicated integrations can be performed. CSR entered data, data from a CRM
system,
and data from an IVR can be collected and attached to recordings. Contacts
that span
multiple agents can be retrieved together. PBX/ACD features such as free
seating are
easily accommodated. As new sources of data become available, they can be
integrated
into the CTI solution.
A CTI based system according to embodiments of the invention is not dependent
on the clock settings of the switch. The CTI system receives the event
messages in real-
time and records the data in the call logger as the data becomes available. If
there is no
current CTI solution in a center, many. of the other benefits of CTI (such as
screen pop and
cradle to grave reporting) can be realized at the same time. That is, the
installed system
becomes a base upon which other advanced contact center features can be built
and
provide for more efficient operations. To retrieve call related data, a
supervisor simply
asks the caller for their account number (or for any other data used to
uniquely identify
callers) and executes a search in the call logging system. The supervisor is
quickly given
access to the call recording and can evaluate and handle the situation. There
typically is no
need to call the customer back, nor is there a need to spend countless hours
searching for
the necessary recording. In addition to CTI data, which is optional, audio
segments
always have .intrinsic data such as the start and end time of the call and the
recording
channel which captured the call.
Thus, embodiments of the present invention include audio data monitoring using
speech recognition technology and business rules combined with unrestricted,
natural
speech recognition to monitor conversations in a customer interaction
environment,
literally transforming the spoken word to a retrievable data form. Implemented
using, for
example, the VorTecs Integration Platform (VIP), a1lexible Computer Telephony
Integration base, embodiments of the present invention enhance quality
monitoring by
effectively evaluating conversations and initiating actionable events while
observing for
script adherence, compliance and/or order validation. '(SER Solutions, Inc..
is the
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successor in interest to VorTecs, Inc.,' and provided improved systems,
Sertify TM providing a
feature rich embodiment of the Spotlt! TM system by VorTecs, and Sertify-
Mining providing
enhanced features to the MineIt!TM product.)
Embodiments of the present invention use programming language to instruct a
computer to search audio data, such as a recorded telephone conversation, and
take certain
actions as a result of detecting or not detecting desired spoken words,
phrases, or
sequences of words. A command set.may be used to enable the search that
includes, but is
not limited to Said, SaidNext, SaidPrev, and Search. A set of objects may be
used for
manipulating search results, including but not limited to SpeechResults (an
enumerator),
and SpeechResult (physical results of search).
Using such commands, the embodiments of the present invention can enable
searches for sequences of spoken words, rather than just words or phrases. In
other words,
the present invention can either locate a particular word (e.g., Said
<supervisor>), a phrase
(e.g., Said<talk to your supervisor>), or a sequence (e.g., Said<talk>;
SaidNext<supervisor>; SaidNext<complaint>), where the words in the- sequence
are not
necessarily adjacent.
A virtual index may also be provided that points to time offsets within a
voice
communication. For example, when searching for a sequence of words, a speech
cursor
maybe automatically'advanced to the time offset when a-word or phrase in the
sequence is
searched for and located. Subsequent.searches for subsequent words within the
sequence
can then continue, leaving off from the location of the previous search as
indicated by the
speech cursor. Speech cursors may also be used to place a constraint on the
portion of the
audio data that is to be searched. For example, a speech cursor may be
advanced to 15
seconds before the end of a call to monitor whether the agent says "thank you"
at the end
of the call.
Embodiments of the present invention significantly decrease the amount of
manual
involvement that is required for monitoring agent activity. It provides a
facility to actively
monitor for script adherence by scoring key performance indicators, ensures
compliance
by identifying required statements are made in the context of the conversation
and through
order validation by lifting entered data from an order, creating a variable
rule and
comparing the entered data to a structured confirmation. Of equal importance
is the ability
to identify required-words or phrases that were omitted in an interaction with
a customer.
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Flexible rule implementation provides the ability to define, create, track,
act on,
and report monitored results. The need for an actionable event can be
determined, and
based on what is detected, pre-defined procedures can be automatically
launched, such as
raising alerts and queuing interactive processes such as outbound calls,
follow-ups or the
gathering and presentation of statistical feedback and reports. Embodiments of
the present
invention examine both sides of every call, and using customer-defined
business rules,
reduces speech to data in a fraction of the time it takes the actual
conversation to occur and
combines it with traditional data forms to administer monitoring sessions by
scoring
agents, determining compliance and identifying the most important calls for
further
examination. Performance statistics may be delivered to the agent desktop,
which provides
near real time self evaluation and motivation. By correlating agent dialogues
with existing
Computer Telephony Integration (CTI) and Customer Relationship Management
(CRM)
systems data, call center managers can electronically assess agent script
adherence,
determine regulatory compliance, perform order validation and potentially
eliminate third
party verification costs. In addition, marketing information can be gathered
by mining the
audio data to test the effectiveness of campaigns, and' evaluate product,
price and
promotion strategies.
Embodiments of the present invention provide the following features and
functions:
= Automates the quality monitoring process;
= Reduces overhead costs and capital expenditures;
= Uses speech technology to access data that was not accessible until now;
= Offers a holistic view of contact center and agent activity from the
supervisor
console;
= Provides a faster method of spotting trends in the contact center;
= Includes the Quality Monitoring tool of the VorTecs Quality Performance
Suite;
= Provides customer database integration;
= Generates statistics and graphical reports;
= Enables audio content mining;
= Trigger alerts based on user-defined key words and phrases;
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= Provides flexible rules editing;
= Includes voice logger integration.
Embodiments of the present invention may be implemented, using the following
standards and technology:
5 = XML
= Microsoft VBA
= ActiveX/COM
= CTI
= TCP/IP
10 = Client-Server Architecture
= Voice Over Internet Protocol (VOIP)
Embodiments of the present invention may integrate speech recognition software
with audio recording equipment and CTI links. When CTI or recording events
signal the
end of a recording, the system executes business rules to determine if the
contact should
15 be monitored. The system sends the audio into a queue to be processed by
call center
employees. After the audio has been processed, the system executes business
rules that
analyze the recorded speech. The business rules enable searches for words or
phrases, and
take actions upon locating (or not locating) the words or phrases, such as
collecting
statistics, displaying alerts, and generating reports. The business rules are
flexible and
customizable, and support if/then/else handling, such as Microsoft's VBA.
Embodiments of the present invention are particularly applicable to financial
services markets, outsourcers, insurance carriers, health services,
correctional facilities,
and any other market. segments where telephone call monitoring is applicable.
For
example, the embodiments of the present invention may be modified to provide
the
following applications: compliance assurance (e.g., with a script or rules),
order validation
(e.g., to assure that a telephone order was properly entered into a computer
system),
marketing (e.g., gathering of customer data and opinions), quality control,
security,
evaluation, service level guarantees (e.g., to check whether an agent/operator
says "thank
you", "have a nice day", etc.), training, rewards and incentives, as well as
other
applications.
CA 02502533 2011-07-28
16
Embodiments of the present invention may be incorporated into and invoked as
part of a CTI system. An embodiment of the present invention for the retrieval
of audio
data is exemplified by a product of VorTecs, Inc. known as "Spot It!" TM
Spotlt!TM may be
used in connection with VorTecs, Inc.'s Mine It!TM Product, that latter
incorporating features
of embodiments of the invention which is the subject of the above-referenced
concurrently
filed application. SER Solutions, Inc., the successor in interest to VorTecs,
Inc. provides
improved systems including Sertify.TM, a feature rich embodiment of SpotIt!TM
and Sertify-
Mining providing enhanced features to that of the Minelt!TM product. A block
diagram of
Minelt!TM Is present in Figure 2.
Sertify is a rules based call monitoring application embodying aspects and
features
of the present invention, being designed to be compatible with customer
interaction
infrastructures that listens to calls and automatically executes actionable
events based on
the result. Sertify augments existing recording systems to provide a greater
level of
automation, enhanced operational flexibility, and a comprehensive electronic
analysis of
customer contacts including spoken word. A system configuration is shown in
Figure 3
including a Server 301 connected to and receiving data from Data Sources 302,
Voice
Information Processor (VIP) 305, and Audio Source 307. PBX 304 is connected to
VIP
305 which, in turn, is connected to TagIT! 306 which, supplies its output to
Audio Source
307. Server 301 includes both Core and Application Services, The Core Services
include
Configuration Manager 308, Node Manager 309 and State Manager 310. The
Application
Services include Voice Server 311, Speech Queue 312, Speech Worker 313, Rules
Engine
314, Xml Database 315, and Report Server 316.
A dataflow for processing audio data is depicted in Figure 4. As shown
therein,
audio from Audio Source 401 and VIP 402 are supplied to Voice Server 403. The
combined audio files from Voice Server 403 are made available to Rules Engine
404
which applies one or more Rules 405 to selectively provide appropriate audio
segments to
Xml Database 406 and Speech Queue 407. Xml Database 406 associates the audio
segments with Call Data, CTI Data and Customer 410. Speech Queue 407 makes the
audio segments available to Speech Worker(s) 408 which processes the audio
segments to
provide Searchable Audio Format 409. The searchable format may convert the
audio into
a series of symbols, such as phonemes, that represent the speech-and can be
searched and
otherwise handled as discrete data. Examples of word spotting and phonetic
searching are
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17
described in U.S. Patent No. 6,408,270 entitled Phonetic Sorting And Searching
issued
June 18, 2002 to Garber; No. 6,061,652 . entitled Speech Recognition Apparatus
issued
May 9, 2000 to Tsuboka, et al. ; No. 5,884,259 entitled Method And Apparatus
For A
Time-Synchronous Tree-Based Search Strategy issued March 16, 1999 to Bahl, et
al.;
U.S. Patent Publication No. 20020147592 entitled Method And System For
Searching
Recorded Speech And Retrieving Relevant Segments of Wilmot et al. published
October
10, 2002; and No. 20010049601 entitled Phonetic Data Processing System And
Method of
Kroeker et al. published December 6, 2001.
Figures 5 - 17 depict screen shots of a speech processing interface according
to an
embodiment of the present invention. Referring to, Figure 5, an initial screen
of an
application manager provides a single, integrated interface for accessing all
components. of
a suite of programs including those providing for the capture of audio and
data and mining
of the captured data. Figure 6 depicts a speech browser providing an interface
for (i)
browsing calls, (ii) filtering calls, (iii) audio playback and queuing to
exact moments when
phrases are detected, (iv) speech mining, and (v) speech-processor (batch
processing). By
selecting an item from any one viewport, all other may be configured to
automatically
filter their results to match the selection. For instance, if the user selects
the station
"4121" from the tree, Alerts, Call History, and Speech Results viewports will
be
constrained only to calls that were recorded for the selected station "4121".
Furthermore,
if the user then selects a specific call from the CallHistory viewport, then
the Speech
Results viewport may be configured to be constrained only to speech-results
associated
with the currently selected call. Toolbar buttons in the Speech Browser
provide access to
the Speech Mining and Speech-Processor functions (shown by themselves). All of
the
windows may be resizable to provide a familiar interface format.
Figure 7 depicts a system control or system commander screen used to start and
stop the systems, as well as provide system status information. Since the
system may
accommodate multiple servers, the system commander provides a single interface
for
starting, stopping, and viewing status across all servers. A speech resources
component
depicts in Figure 8 displays current system utilization. It may be used to
observe the rate
of requests and how fast the system is keeping up with the requests, together
with other
system information.
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The speech mining interface depicted in Figure 9 can be invoked from the
Speech
Browser toolbar. The speech mining interface includes a Simple (Figure 9) and
Advanced
(Figure 10) dialog for selecting the records of phrases that'are to be
located. A speech-
query and database-query can be performed together and the unified result
presented to a
user in the main Alerts, Call History, and Speech viewports. The audio can
then be
navigated in the same way that regular historical data can be navigated.
Figure 10 depicts
the advance tab of the speech mining interface allowing users to build more
complex
queries against their data. The advanced tab allow users to create SQL and
speech-queries
that are integrated into a single query.
Definition of rules is supported by the interface depicts in Figure 11. The
rules
that the rules engine maintains determine what actions are to be taken when a
call is
presented to the system. In the example depicted in Figure 11, two important
functions
have been implemented: StartCall( and Speech(). The StartCall() rule
determines if a call
should be monitored by the system. The Speech() rules determined what actions
to take
when a piece of audio .has been processed by the system and is ready to be
searched. In
this case, the rule displays a warning each time the user mentions the phrase
"application",
"manager", "engineer", or "tabby cat".
A dialog displayed upon start of the speech processor is depicted in Figure
12. The
speech processor is a feature of the speech browser that is used for
monitoring calls that
have not yet been processed by the system. Normally, calls are automatically
processed
by the system as they take place. This feature allows users to process call
that were
purposely not processed automatically or to process old call that existed
prior to system
availability. The speech processor will process the set of calls that are
currently being
displayed in the speech browser. A typical use of the system is to first use
the speech
mining feature to constrain the calls to the one that have been selected for
processing, and
the invoke the speech processor for the calls that have been selected. Speech
processor
progress may be displayed by an appropriate progress indicator as depicted in
Figure 13,
showing calls as processed by the system. Once processed, the calls can be
searched at
high-speed. Processing may include conversion of the audio into a series of
symbols
representing the speech, e.g., phonetic information.
Figure 14 depicts a speech statistics setup display. The speech statistics
component is used for displaying real-time graphics of statistics that are
maintained by the
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19
business-rules of the system. For instance, a statistic can be created to
count the number
of times that a specific phrase is heard, is missing, or to calculate
statistics based on any
other measures. Once the speech statistics are setup, a graph such as depicts
in Figure 15
may displayed and updated in real-time. A user can watch as the graph
dynamically
changes over time to observe trends, not only with speech-related statistics,
but with
statistics than can be' calculated by speech, CTI, system, and user-data.
Reports may be defined using, for example, the speech reports setup screen
depicted in Figure 16. The speech reports component is used to report on
statistics that are
maintained by the business-rules of the system. For instance, a statistics can
be created to
count the number of time that specific phrase is heard, found to be missing,
or to calculate
statistics based on any other measure. An example of a resulting report is
shown in Figure
17. Once the speech reports are setup, such a report will be displayed. A user
can
examine the report to observe performance trends, not only with speech-related
statistics,
but with statistics that can be calculated by speech, CTI, systems and user-
data.
As described above, a speech mining interface according to an embodiment of
the
invention is invoked from a speech browser tool bar within an application such
as Sertify
The interface offers a simple and advanced dialog box for implementing search
criteria.
The tool allows for analysis of words, phrases and the ability to combine
audio searches
with other available data collections (such as CTI data or call-related data).
In other words
the interface accesses a database query tool that includes speech as data, as
well as
traditional data forms. The unified content is presented as an inventory of
audio files that
are indexed and point to the exact location in the dialogue where the target
utterance
resides.
Embodiment of the present invention provide the following features and
functions:
= Treats voice as data;
= Reduces overhead costs and capital expenditures;
Identifies trends by including spoken word searches;
= Offers a holistic view of contact center and-agent activity from the
supervisor
Console;
= Intuitive use with little training required;
= Provides simple and advanced user interfaces;
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= Enables SQL like functionality;
= Provides database integration capability;
= Enables audio content mining;
= Provides statistical and graphical reporting;
5 = Includes multiple search modes; and
= Provides voice logger integration.
Embodiments of the present invention may be implemented using the following
standards and technology:
= Microsoft VBA
10 = Microsoft SQL Server
= CTI
= XML
= Client-Server Architecture
= Voice Over Internet Protocol (VOIP)
15 Although embodiments of the present invention are applicable to a broad
range of
environments and applications, the examples provided above within the CTI
environment
are particularly well suited applications of the features and functionalities
provided. Such
a CTI system is shown in Figure 18. A contact center 1800 includes:
20 Audio data monitoring (this component may be incorporated into various
ones of the platforms depicted as appropr iate) - A system that
uses speech processing and automated rules to analyze calls for
quality monitoring purposes and order validation.
Public Switched Network 1801 - This is the public switched telephone
network that provides a high quality voice connection between a
customer and a call center.
Workforce scheduling 1802- This is a system that uses historical call data
to create a staffing forecast in order to meet a specified service
level for how long it will take before a call is answered.
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ACD 1803 - Automatic Call Distributor is a voice switching platform that
connects to PSTN 1801and to local extensions. Call center agents
log in to ACD 1803 which associates a set of skills with each
agent. When calls come in for a given skill, normally determined
by the dialed number, ACD 1803will distribute the calls to the set
of agents that have the appropriate skill; normally, in a round robin
fashion.
ACD reporting 1804- An add on package to the ACD 1803 providing
reports about ACD 1803 activity. Skill reports normally contain
items such as calls handled, calls abandoned, and wait times.
Agent reports contain agent specific information such as time on
the system, calls handled, avg talk time, longest talk time, etc.
Dialer 1805- A system for predictive dialing. In predictive dialing calls
are launched on behalf of a group of agents. Because not all calls
may result in a live connect, the number of calls dialed is normally
higher than the number of available agents. This system enhances
productivity because the system only connects live answers and
agents do not have to dial calls or listen to call progress such as
ringing or busy signals.
IP 1806 - This is an IP gateway so that VOIP calls can be handled by
ACD 1803 in the same fashion as calls that arrive over PSTN 1801
IVR 1807 - Interactive Voice Response ( aka VRU or voice response unit)
a system that allows automated call handling. The system can
accept touch tone input, access data, and using text to speech,
speak the data to the caller. A common example is a bank
application where you can call and get your balance.
SR 1808- Speech Recognition is an add on to IVR 1807 that allows IVR
1807 to accept voice input in addition to touch tone input.
CTI 1809 - A computer telephony interface middleware server that
interfaces to the proprietary CTI interface of ACD 1803 and allows
CTI.clients to receive events and exert control over contacts.
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Router 1810 - An add on application to the CTI middleware for intelligent
call routing. When a call arrives, CTI data from the call is used to
access information and route the call appropriately, for example
putting a high value customer at the head of the queue.
Call Recording 1811- A system that makes digital recordings of calls
within the contact center.
Agent Groups 1812 - The human employees of the contact center that
handle voice calls.
Agent Desktop 1813 - A computer interface that runs programs,which
support the agent interactions with callers.
Legacy Apps and Data 1814 - Computer systems that contain data about
the callers and the business. Used for routing decisions and to
provide information to the callers.
Email 1815 - A server for processing email messages. Properly skilled
agents can handle email interactions as well as voice interactions.
WWW 1816 - A web server that can host self service applications. Self
service web applications can be used to off load work from contact
center agents by providing information.,
Audio Processor 18.17 - An audio server according to an embodiment of
the invention, providing for the processing of audio from Call
Recording 1811, generation of searchable, audio segments, and
supporting data mining.
A method for capturing and searching audio associated with respective calls is
depicted in the flow chart of Figure 19. As shown therein, a telephone
conversation
occurs at step 1901. This conversation may be carried over the public switched
telephone
network, or it may be over a data network using Voice over IP technology, or
it may be a
hybrid where some of the voice transmission is over the PSTN and some uses
VOIP.
At step 1902, audio is captured from the conversation of step 1901 and a
digital
representation is made and stored within a computer system. If the recording
is done
through a digital PBX or a VOIP switch, then the capture may be accomplished
through a
direct data stream. Another option is an analog tap of a phone, in which case
the voice is
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23
digitized as part of the process of making the recording. It is common for
devices which
record audio to compress the digital representation to conserve computer
storage.
Step 1903 includes functionality provided by a CTI middleware product that can
connect to a digital PBX or ACD and receive information associated with a call
from the
digital PBX or ACD. Although not a required component, it provides additional
functionality. Examples of information that can be associated with a call are
the callers
number (CLID/ANI) the number dialed (DNIS) the local extension that received
the call,
and in the case of an ACD, the agent id of the person that handled the call.
When a new audio segment is available a decision is made at step 1904 whether
that audio should be processed. If there is no CTI data some information maybe
provided
by the recording device at 1902 such as which phone extension or trunk
provided the
audio. If the optional CTI interface is included, there is additional data as
noted in
connection with 1903. Using all available data logic is executed at. 1904 and
a decision is
made about the audio segment. If the decision is to process the audio, then a
reference to
the audio and it's associated data is put in a queue for speech processing.
Speech processing 1905 is alerted when a reference to an audio segment is
added
to the queue, it invokes the speech. engine to pre, process the audio into an
intermediate
format. The intermediate format is a representation of the audio that is
optimized for rapid
searching. Some representations that are suitable for rapid searches are a
statistical model
of the phonemes or a text representation of the contents of the audio. Once
the
intermediate format is created, then rules determination is executed at 1906.
Data entry occurs at 1909. In a call center environment agents often enter
data
about a call into a computer system during the call. An example could be the
length of a
subscription. This is also not a required element. However, if data is
collected in
association with a.call, then this data is also associated with an audio file
and can be used
to create dynamic rules at 1906.
A process for offline rules creation is provided at 1910. Such rules can be
static or
dynamic. Static rules are fully defined at rule creation time and do not
involve any data
elements that are only known at run time. An example of a static rule would be
"generate
an alert if at any time on the call there is at least a 70% confidence that
the audio contains
Take your business elsewhere". Dynamic rules contain some template information
and the
rule can only be .fully formed when the audio and it's associated data is
known. An
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24
example of a dynamic rule would be "Generate an alert if the audio does not
contain
"Thank you for calling my name is {agentid} how may I help you" where the name
of the
agent that is handling the call is substituted for {agentid}. A set of
individual rules are
then gathered into a rule set, and further logic is defined for a rule set to
control when that
set is applied. This logic can use any information that is known about an
audio segment.
According to a preferred embodiment, rules may contain some phrase that is to
be used to
search the audio, and this phrase is entered by typing into an interface. It
should be noted
that other methods of entering phrases, such as speaking them into the system
may be
employed in the future.
The logic processing according to 1906 is executed when an intermediate file
is
created. Rules determination considers the information known about the audio
and
determines which rules sets to apply to the audio. More than one rule set may
be applied
to a single instance of audio. If any of the applicable rules sets contain
dynamic rules,
then, at 1906, the data substitutions are made to create a rule applicable to
the audio
segment. There is a loop between steps 1906, 1907 and 1908. Since rules
execution
contains branching logic, the rules are executed in step 1906, but as, part of
that execution
searches may be performed and corresponding actions may be initiated (step
1908). ). A
speech queue is used to allow search requests (step 1907) to be performed by
any available
speech worker
At step 1907 any searches required to support the rules execution are
performed.
Searches are performed against the intermediate file created at step 1905. If
the
intermediate format is a statistical model of the phonemes, then the search
string must be
represented as a set of probable phonemic representations of each word in the
search
string. If the search string was entered as text, a mapping of the text to a
plurality of
possible phoneme strings is performed in this,step. (Note that a single text
phrase may
map to more than one symbolic representation.) If the intermediate file is
text, then no
format conversion is required. Once the intermediate file and search string
are in a
common format, a pattern match is performed, and a confidence is returned that
the search
pattern exists within the processed audio.
When a search is performed for a specific phrase by a speech process, a list
of
result hypotheses are returned from the speech recognition engine'. Each
result in the list is
given an associated "confidence score" that indicates the probability that the
result is, in
CA 02502533 2011-07-28
fact, a correct result. The distribution of confidence scores is typically not
uniform across
all search phrases and therefore a "confidence threshold" value is determined
for each
search phrase that indicates what the lowest acceptable confidence threshold
for a search
result maybe in order to be considered by the system to be a correct result.
5 The process of threshold determination is performed by first determining a
set of
calls that represent a test or training set. A specific phrase is selected, a
search is
performed, and the resulting list of result hypotheses will be returned. A
human listener is
then used to listen to the list of result hypotheses and to determine at what
point in the
result distribution that the confidence scores fail to be accurate. As the
listener inspects
10 search results, they are queued to the exact point in each call that the
candidate result was
located and allows the listener to only listen to a small portion of each call
in order to
determine the appropriate threshold.
As part of the rules processing actions can be initiated, such as creating an
alert or
incrementing a statistic. According to one embodiment, alerts and statistics
may be stored
15 in a relational database.
It should now be appreciated that the present invention provides advantageous
methods and apparatus for audio data analysis and data mining using speech
recognition.
In this disclosure there is, shown and described only the preferred
embodiments of
the invention and but a few examples of its versatility. It is to be
understood that the
20 invention is capable of use in various other combinations and environments
and is capable
of changes or modifications within the scope of the inventive concept as
expressed herein.
For example, while embodiments of the invention have been described in
connection with
contact centers, CTI and other telephony based. application, embodiments of
the invention
are equally applicable to other environments wherein speech, audio, and other
real-time
25 information may be collected, stored and processed for rapid searching.
Thus, although
the invention has been described in connection with various illustrated
embodiments,
numerous modifications and adaptations may be made thereto without departing
from the
spirit and scope of the invention as set forth in the claims. Furthermore, it
should be noted
and understood that all publications, patents and patent applications
mentioned in this
specification- are indicative of the level of skill in the art to which the
inventioni pertains.
