Abstract

Disclosed herein is a method for generating insights from words and phrases mapped in high-dimensional space. The method includes obtaining a plurality of communications. The plurality of communications comprise a plurality of words and phrases. Further, the method includes obtaining a model configured through training to cluster word representations of the plurality of communications. The method also includes applying a constraint to at least a group of the plurality of communications to obtain at least one modified group. The constraint is at least one of a keyword, a phrase, or groupings of words in phrases. Once the modified group is determined, the method proceeds to representing the at least one modified group into word representations then determining a category for the at least one modified group.

IPC Classes  ?

• G10L 15/16 - Speech classification or search using artificial neural networks
• G06N 3/0455 - Auto-encoder networksEncoder-decoder networks
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit

Abstract

Disclosed herein is an interaction summarization system for automatically generating summary output. The interaction summarization system generates a transcript from an interaction including content, the content including at least one of written text, audio speech, non-word symbols, metadata, silences, language characteristics, or acoustic characteristics, wherein the content is attributed to a participant in the interaction, and generates an interaction summary of the transcript using at least one of an extractive machine learning summarization model or an abstractive machine learning summarization model that summarizes the content of the interaction.

IPC Classes  ?

• G06N 20/00 - Machine learning
• G10L 15/06 - Creation of reference templatesTraining of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
• G10L 15/08 - Speech classification or search
• G10L 15/22 - Procedures used during a speech recognition process, e.g. man-machine dialog

Abstract

Disclosed herein is an interaction summarization system for automatically generating summary output. The interaction summarization system generates a transcript from an interaction including content, the content including at least one of written text, audio speech, non-word symbols, metadata, silences, language characteristics, or acoustic characteristics, wherein the content is attributed to a participant in the interaction, and generates an interaction summary of the transcript using at least one of an extractive machine learning summarization model or an abstractive machine learning summarization model that summarizes the content of the interaction.

IPC Classes  ?

• G06N 20/00 - Machine learning
• G10L 15/06 - Creation of reference templatesTraining of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
• G10L 15/08 - Speech classification or search
• G10L 15/22 - Procedures used during a speech recognition process, e.g. man-machine dialog

Abstract

Systems and methods for searching communications may include receiving a selection from a user of at least one of an acoustic characteristic, a language characteristic, or a category, accessing a database comprising a plurality of communications, the plurality of communications labeled with acoustic characteristics, language characteristics, and categories, restricting the plurality of communications to a subset of the plurality of communications including the user's selection of the at least one acoustic characteristic, language characteristic, or category, generating at least one of a word cloud or a tree for presenting a plurality of topics identified in the subset of the plurality of communications, and receiving a selection of one of the plurality of topics, the receiving causing a display of a further subset of the subset of the plurality of communications, the further subset having the selected topic.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• G06F 40/30 - Semantic analysis
• G06F 40/279 - Recognition of textual entities
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/26 - Speech to text systems
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• H04M 3/42 - Systems providing special services or facilities to subscribers
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/18 - Speech classification or search using natural language modelling

Abstract

Systems and methods include using a clustering engine to determine topics in a communication. An example system includes a user interface module that receives user input relating to a criteria to define a set of communications, wherein the criteria is at least one of a category, a score, a sentiment, an agent, an agent grouping, a speaker, a location, an event attribute, a call center, a time of communication, or a date of communication, an acoustic analysis module that analyzes the set of communications to determine one or more acoustic characteristics of one or more communications in the set of communications, and a clustering engine that analyzes words and phrases in the set of communications and the one or more acoustic characteristics, and to determine a topic of the set of communications based on at least one commonality in words, phrases, or the one or more acoustic characteristics.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/42 - Systems providing special services or facilities to subscribers
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/26 - Speech to text systems
• G06F 40/30 - Semantic analysis
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• G06F 40/279 - Recognition of textual entities
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/18 - Speech classification or search using natural language modelling

Abstract

Systems and methods include processing communication segments. A method may include obtaining at least one audio segment of an audio communication and distributing the at least one audio segment to a rules engine, analyzing, with the rules engine, the at least one audio segment for at least one acoustic trigger, determining at least one event that is triggered based on comparing the at least one acoustic trigger to one or more trigger rules, and communicating the at least one event to at least one end user through a web server.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/42 - Systems providing special services or facilities to subscribers
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/26 - Speech to text systems
• G06F 40/30 - Semantic analysis
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• G06F 40/279 - Recognition of textual entities
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/18 - Speech classification or search using natural language modelling

Abstract

Systems and methods include identifying sets of communications using AB testing based on a difference in metadata values between the sets for a first type of metadata, determining at least one similarity between communications in a first set based on metadata values of a second type of metadata, determining at least one similarity between the communications in the second set based on metadata values of the second type of metadata or a third type of metadata, comparing the at least one similarity from the first set to the at least one similarity of the second set to identify differences in metadata values or types of metadata, and determining, based on the differences, a suggested action for an agent for a future communication with respect to at least one of a desired script, a target phrase, or a desired acoustic characteristic.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G06F 40/279 - Recognition of textual entities
• G06F 40/30 - Semantic analysis
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/08 - Speech classification or search
• G10L 15/18 - Speech classification or search using natural language modelling
• G10L 15/26 - Speech to text systems
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• H04M 3/42 - Systems providing special services or facilities to subscribers

Goods & Services

Locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for data mining and analysis; locally installed downloadable software using artificial intelligence, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for data mining and analysis; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for predictive technology and predictive modeling; locally installed downloadable software using artificial intelligence, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for predictive technology and predictive modeling; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in market research; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in optimizing workforce performance. Business consultation in the fields of business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; business consultation in the fields of regulation compliance or compliance with business or organizational policies and procedures; analysis of business data; providing business intelligence services. Software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; software as a service (SaaS) services featuring software for data mining and analysis; software as a service (SaaS) services featuring software using artificial intelligence for data mining and analysis; software as a service (SaaS) services featuring software for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; software as a service (SaaS) services featuring software for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; software as a service (SaaS) services featuring software for use in predictive technology and predictive modeling; software as a service (SaaS) services featuring software using artificial intelligence for use in predictive technology and predictive modeling; software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SaaS) services featuring software for use in market research; software as a service (SaaS) services featuring software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SaaS) services featuring software for use in optimizing workforce performance.

Goods & Services

Locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for data mining and analysis; locally installed downloadable software using artificial intelligence, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for data mining and analysis; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for predictive technology and predictive modeling; locally installed downloadable software using artificial intelligence, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for predictive technology and predictive modeling; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in market research; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in optimizing workforce performance. Business consultation in the fields of business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; business consultation in the fields of regulation compliance or compliance with business or organizational policies and procedures; analysis of business data; providing business intelligence services. Software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; software as a service (SAAS) services featuring software for data mining and analysis; software as a service (SAAS) services featuring software using artificial intelligence for data mining and analysis; software as a service (SAAS) services featuring software for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; software as a service (SAAS) services featuring software for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; software as a service (SAAS) services featuring software for use in predictive technology and predictive modeling; software as a service (SAAS) services featuring software using artificial intelligence for use in predictive technology and predictive modeling; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SAAS) services featuring software for use in market research; software as a service (SAAS) services featuring software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SAAS) services featuring software for use in optimizing workforce performance.

Goods & Services

Business consultation in the fields of business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; business consultation in the fields of regulation compliance or compliance with business or organizational policies and procedures; analysis of business data; providing business intelligence services. Software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; software as a service (SaaS) services featuring software for data mining and analysis; software as a service (SaaS) services featuring software using artificial intelligence for data mining and analysis; software as a service (SaaS) services featuring software for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; software as a service (SaaS) services featuring software for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; software as a service (SaaS) services featuring software for use in predictive technology and predictive modeling; software as a service (SaaS) services featuring software using artificial intelligence for use in predictive technology and predictive modeling; software as a service (SaaS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SaaS) services featuring software for use in market research; software as a service (SaaS) services featuring software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SaaS) services featuring software for use in optimizing workforce performance.

Goods & Services

(1) Locally installed downloadable computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software for use in capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance of business in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software using artificial intelligence, for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software, for use in business performance improvement, business process improvement, sales effectiveness, and improvement of customer satisfaction and experiences; locally installed downloadable computer software for use in ensuring entities are in compliance with regulations and business and organizational policies and procedures; locally installed downloadable computer software, for the integration of artificial intelligence and machine learning in the field of big data for business data analytics and user behavior analytics for predictive technology and predictive modeling; locally installed downloadable computer software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; locally installed downloadable computer software for use in market research; locally installed downloadable computer software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; locally installed downloadable computer software for use in optimizing workforce performance. (1) Business management consultation in the fields of business performance improvement, business process improvement, sales effectiveness, and improvement of customer satisfaction and experiences; business management consultation in the fields of regulation compliance and compliance with business and organizational policies and procedures; analysis of business data in the nature of analysis of business management systems; providing business intelligence services. (2) Software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software using artificial intelligence for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for use in business performance improvement, business process improvement, sales effectiveness, and improvement of customer satisfaction and experiences; software as a service (SaaS) services featuring computer software for use in ensuring entities are in compliance with regulations and business and organizational policies and procedures; software as a service (SaaS) services featuring computer software for the integration of artificial intelligence and machine learning in the field of big data for business data analytics and user behavior analytics for predictive technology and predictive modeling; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SaaS) services featuring computer software for use in market research; software as a service (SaaS) services featuring computer software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SaaS) services featuring computer software for use in optimizing workforce performance.

Goods & Services

Business consultation in the fields of business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; business consultation in the fields of regulation compliance or compliance with business or organizational policies and procedures; analysis of business data; providing business intelligence services

Goods & Services

(1) Locally installed downloadable computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software for use in capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance of business in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software using artificial intelligence, for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; locally installed downloadable computer software, for use in business performance improvement, business process improvement, sales effectiveness, and improvement of customer satisfaction and experiences; locally installed downloadable computer software for use in ensuring entities are in compliance with regulations and business and organizational policies and procedures; locally installed downloadable computer software, for the integration of artificial intelligence and machine learning in the field of big data for business data analytics and user behavior analytics for predictive technology and predictive modeling; locally installed downloadable computer software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; locally installed downloadable computer software for use in market research; locally installed downloadable computer software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; locally installed downloadable computer software for use in optimizing workforce performance. (1) Business management consultation in the fields of business performance improvement, business process improvement, sales effectiveness, and improvement of customer satisfaction and experiences; business management consultation in the fields of regulation compliance and compliance with business and organizational policies and procedures; analysis of business data in the nature of analysis of business management systems; providing business intelligence services. (2) Software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software using artificial intelligence for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for use in business performance improvement, business process improvement, sales effectiveness, and improvement of customer satisfaction and experiences; software as a service (SaaS) services featuring computer software for use in ensuring entities are in compliance with regulations and business and organizational policies and procedures; software as a service (SaaS) services featuring computer software for the integration of artificial intelligence and machine learning in the field of big data for business data analytics and user behavior analytics for predictive technology and predictive modeling; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SaaS) services featuring computer software for use in market research; software as a service (SaaS) services featuring computer software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SaaS) services featuring computer software for use in optimizing workforce performance.

Goods & Services

(1) Business management consultation in the fields of business performance improvement, business process improvement, sales effectiveness, and improvement of customer satisfaction and experiences; business management consultation in the fields of regulation compliance and compliance with business and organizational policies and procedures; analysis of business data in the nature of analysis of business management systems; providing business intelligence services. (2) Software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software using artificial intelligence for business data mining and business data analysis in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SaaS) services featuring computer software for use in business performance improvement, business process improvement, sales effectiveness, and improvement of customer satisfaction and experiences; software as a service (SaaS) services featuring computer software for use in ensuring entities are in compliance with regulations and business and organizational policies and procedures; software as a service (SaaS) services featuring computer software for the integration of artificial intelligence and machine learning in the field of big data for business data analytics and user behavior analytics for predictive technology and predictive modeling; software as a service (SaaS) services featuring computer software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SaaS) services featuring computer software for use in market research; software as a service (SaaS) services featuring computer software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SaaS) services featuring computer software for use in optimizing workforce performance.

Goods & Services

Business consultation in the fields of business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; business consultation in the fields of regulation compliance or compliance with business or organizational policies and procedures; analysis of business data; providing business intelligence services

Goods & Services

Business consultation in the fields of business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; business consultation in the fields of regulation compliance or compliance with business or organizational policies and procedures; analysis of business data; providing business intelligence services

Goods & Services

Software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; software as a service (SAAS) services featuring software for data mining and analysis; software as a service (SAAS) services featuring software using artificial intelligence for data mining and analysis; software as a service (SAAS) services featuring software for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; software as a service (SAAS) services featuring software for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; software as a service (SAAS) services featuring software for use in predictive technology and predictive modeling; software as a service (SAAS) services featuring software using artificial intelligence for use in predictive technology and predictive modeling; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SAAS) services featuring software for use in market research; software as a service (SAAS) services featuring software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SAAS) services featuring software for use in optimizing workforce performance

Goods & Services

Software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; software as a service (SAAS) services featuring software for data mining and analysis; software as a service (SAAS) services featuring software using artificial intelligence for data mining and analysis; software as a service (SAAS) services featuring software for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; software as a service (SAAS) services featuring software for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; software as a service (SAAS) services featuring software for use in predictive technology and predictive modeling; software as a service (SAAS) services featuring software using artificial intelligence for use in predictive technology and predictive modeling; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SAAS) services featuring software for use in market research; software as a service (SAAS) services featuring software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SAAS) services featuring software for use in optimizing workforce performance

Goods & Services

Locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for data mining and analysis; locally installed downloadable software using artificial intelligence, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for data mining and analysis; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for predictive technology and predictive modeling; locally installed downloadable software using artificial intelligence, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for predictive technology and predictive modeling; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in market research; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in optimizing workforce performance

Goods & Services

Software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; software as a service (SAAS) services featuring software for data mining and analysis; software as a service (SAAS) services featuring software using artificial intelligence for data mining and analysis; software as a service (SAAS) services featuring software for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; software as a service (SAAS) services featuring software for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; software as a service (SAAS) services featuring software for use in predictive technology and predictive modeling; software as a service (SAAS) services featuring software using artificial intelligence for use in predictive technology and predictive modeling; software as a service (SAAS) services featuring software for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; software as a service (SAAS) services featuring software for use in market research; software as a service (SAAS) services featuring software that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; software as a service (SAAS) services featuring software for use in optimizing workforce performance

Goods & Services

Locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing interactions, communications and sentiments between entities and their customers; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in capturing, recording, monitoring, managing, analyzing, reporting, and visualizing interactions, communications, and sentiments across multiple channels of communication; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting and visualizing communication activities and performance; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for data mining and analysis; locally installed downloadable software using artificial intelligence, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for data mining and analysis; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in business performance improvement, business process improvement, sales effectiveness, or improvement of customer satisfaction and experiences; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in ensuring entities are in compliance with regulations or business or organizational policies and procedures; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for predictive technology and predictive modeling; locally installed downloadable software using artificial intelligence, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for predictive technology and predictive modeling; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for capturing, recording, monitoring, managing, analyzing, reporting, visualizing, and delivering business intelligence data; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in market research; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, that provides real-time alerts and integrated business management intelligence by combining information from various databases and presenting it in an easy-to understand user interface; locally installed downloadable software, including software delivered to users via the internet, or file transfer protocol, or secure file transfer protocol, for use in optimizing workforce performance

Abstract

Systems and methods include identifying sets of communications using AB testing based on a difference in metadata values between the sets for a first type of metadata, determining at least one similarity between communications in a first set based on metadata values of a second type of metadata, determining at least one similarity between the communications in the second set based on metadata values of the second type of metadata or a third type of metadata, comparing the at least one similarity from the first set to the at least one similarity of the second set to identify differences in metadata values or types of metadata, and determining, based on the differences, a suggested action for an agent for a future communication with respect to at least one of a desired script, a target phrase, or a desired acoustic characteristic.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• G06F 40/30 - Semantic analysis
• G06F 40/279 - Recognition of textual entities
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/26 - Speech to text systems
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• H04M 3/42 - Systems providing special services or facilities to subscribers
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/18 - Speech classification or search using natural language modelling
• G10L 15/08 - Speech classification or search

Goods & Services

(1) Computer software for analyzing interactions and communications between entities in the fields of business performance management, business sales management, client relation management (CRM), and database management; computer software for use in analyzing audio and non-audio interactions across multiple channels of communication in the fields of business performance management, business sales management, client relation management (CRM), and database management; computer software for monitoring, managing, and analyzing communication activities and performance of business in the fields of business performance management, business sales management, client relation management (CRM), and database management. (1) Software as a service (SAAS) services featuring computer software for use in analyzing interactions and communications between entities in the fields of business performance management, business sales management, client relation management (CRM), and database management; Software as a service (SAAS) services featuring computer software for use in analyzing audio and non-audio interactions across multiple channels of communication in the fields of business performance management, business sales management, client relation management (CRM), and database management; software as a service (SAAS) services featuring computer software for monitoring, managing, and analyzing communication activities and performance of business in the fields of business performance management, business sales management, client relation management (CRM), and database management.

Goods & Services

(1) Computer software for analyzing interactions and communications between entities; computer software for use in analyzing audio and non-audio interactions across multiple channels of communication; computer software for monitoring, managing, and analyzing communication activities and performance. (1) Software as a service (SAAS) services featuring software for use in analyzing interactions and communications between entities; Software as a service (SAAS) services featuring software for use in analyzing audio and non-audio interactions across multiple channels of communication; software as a service (SAAS) services featuring software for monitoring, managing, and analyzing communication activities and performance.

Abstract

Content, such as communications, can be searched by their acoustic characteristics, among others. A method may include analyzing a plurality of content for at least one of a language characteristic or a non-word symbol within a text of the plurality of content, and an acoustic characteristic, searching the plurality of content using a search string comprising at least one of a language characteristic, or a non-word symbol, and an acoustic characteristic, and presenting a subset of the plurality of content ranked according to a match with the search string. In some cases, a category label is determined for the content and is also used in the search string.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• G06F 40/30 - Semantic analysis
• G06F 40/279 - Recognition of textual entities
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/26 - Speech to text systems
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• H04M 3/42 - Systems providing special services or facilities to subscribers
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/18 - Speech classification or search using natural language modelling
• G10L 15/08 - Speech classification or search

Abstract

A communication channel customer journey may involve receiving a first communication on a communication channel of a plurality of communication channels, wherein the first communication is associated with a contact, receiving at least one additional communication from the contact, wherein the at least one additional communication is on a same communication channel or is on a different communication channel of the plurality of communication channels, linking the first communication and the at least one additional communication by the contact, wherein linking involves storing information from at least one of a recording, a transcript, a copy of one or more of the first communication and the at least one additional communication, a language characteristic, an acoustic characteristic, a category, and a score, and enabling a user to navigate between all of the stored information for the first communication and the at least one additional communication.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G06F 17/27 - Automatic analysis, e.g. parsing, orthograph correction
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/26 - Speech to text systems
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• H04M 3/42 - Systems providing special services or facilities to subscribers
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/18 - Speech classification or search using natural language modelling
• G10L 15/08 - Speech classification or search

Abstract

A system and method of categorizing communications involves evaluating one or more portions of a communication. Systems include a language module structured to analyze the one or more portions of the communication for at least one of a language characteristic or a non-word symbol within a text of the communication, an acoustic analysis module structured to analyze the one or more portions of the communication for an acoustic characteristic, and a determination module structured to determine at least one category label to associate with the one or more portions of the communication using at least one of the language characteristic or the non-word symbol, and the acoustic characteristic.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• G06F 40/30 - Semantic analysis
• G06F 40/279 - Recognition of textual entities
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/26 - Speech to text systems
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• H04M 3/42 - Systems providing special services or facilities to subscribers
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/18 - Speech classification or search using natural language modelling
• G10L 15/08 - Speech classification or search

Abstract

A contact center agent coaching tool may employ systems and methods comprising receiving a communication involving a participant, analyzing the communication in at least near real-time relative to a receipt of the communication using a computer-based communications analytics facility for at least one of a language characteristic, a non-word symbol, or an acoustic characteristic, analyzing the communication in at least near real-time relative to the receipt of the communication using a contextual analysis to obtain a context, determining at least one of a category or a score associated with an aspect of the communication using the at least one language characteristic, non-word symbol, acoustic characteristic, or the context, and triggering a coaching tool to be presented to the participant based on at least one of the category or the score.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis
• G06F 40/30 - Semantic analysis
• G06F 40/279 - Recognition of textual entities
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/26 - Speech to text systems
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• H04M 3/42 - Systems providing special services or facilities to subscribers
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/18 - Speech classification or search using natural language modelling
• G10L 15/08 - Speech classification or search

Goods & Services

Computer software for analyzing interactions and communications between entities; computer software for use in analyzing audio and non-audio interactions across multiple channels of communication; computer software for monitoring, managing, and analyzing communication activities and performance. Software as a service (SAAS) services featuring software for use in analyzing interactions and communications between entities; Software as a service (SAAS) services featuring software for use in analyzing audio and non-audio interactions across multiple channels of communication; software as a service (SAAS) services featuring software for monitoring, managing, and analyzing communication activities and performance.

Goods & Services

Computer software for analyzing interactions and communications between entities; computer software for use in analyzing audio and non-audio interactions across multiple channels of communication; computer software for monitoring, managing, and analyzing communication activities and performance. Software as a service (SAAS) services featuring software for use in analyzing interactions and communications between entities; Software as a service (SAAS) services featuring software for use in analyzing audio and non-audio interactions across multiple channels of communication; software as a service (SAAS) services featuring software for monitoring, managing, and analyzing communication activities and performance.

Goods & Services

Computer software for analyzing interactions and communications between entities; computer software for use in analyzing audio and non-audio interactions across multiple channels of communication; computer software for monitoring, managing, and analyzing communication activities and performance. Software as a service (SAAS) services featuring software for use in analyzing interactions and communications between entities; Software as a service (SAAS) services featuring software for use in analyzing audio and non-audio interactions across multiple channels of communication; software as a service (SAAS) services featuring software for monitoring, managing, and analyzing communication activities and performance.

Goods & Services

Computer software for analyzing interactions and communications between entities, namely, software for analyzing text and speech based forms of interactions and communications between business or corporate or governmental entities and their customers; computer software for use in analyzing audio and non-audio interactions across multiple channels of communication, namely, software for converting and analyzing audio and non-audio data for use in providing insight about interactions between business or corporate or governmental entities and their customers; computer software for monitoring, managing, and analyzing communication activities and performance, namely, software for monitoring, managing, and analyzing text and speech based forms of communication and performance to uncover trends in interactions between business or corporate or governmental entities and their customers

Goods & Services

software as a service (SAAS) services featuring software for use in analyzing interactions and communications between entities; Software as a service (SAAS) services featuring software for use in analyzing audio and non-audio interactions across multiple channels of communication; software as a service (SAAS) services featuring software for monitoring, managing, and analyzing communication activities and performance

Goods & Services

software as a service (SAAS) services featuring software for use in analyzing interactions and communications between entities; Software as a service (SAAS) services featuring software for use in analyzing audio and non-audio interactions across multiple channels of communication; software as a service (SAAS) services featuring software for monitoring, managing, and analyzing communication activities and performance

Goods & Services

Software as a service (SAAS) services featuring software for use in analyzing interactions and communications between entities, namely, software for analyzing text and speech based forms of interactions and communications between business or corporate or governmental entities and their customers; Software as a service (SAAS) services featuring software for use in analyzing audio and non-audio interactions across multiple channels of communication, namely, software for converting and analyzing audio and non-audio data for use in providing insight about interactions between business or corporate or governmental entities and their customers; software as a service (SAAS) services featuring software for monitoring, managing, and analyzing communication activities and performance, namely, software for monitoring, managing, and analyzing text and speech based forms of communication and performance to uncover trends in interactions between business or corporate or governmental entities and their customers

Abstract

Disclosed herein is a system that provides analysis of language or acoustic characteristics of a communication including a receiver and a computer-based communications analytics facility including at least one of: a language analysis module for analyzing the communication for at least one of a language characteristic and a non-word symbol within the communication text that connotes a verbal element, an acoustic analysis module for analyzing the communication for an acoustic characteristic, and a contextual module for analyzing a context of words within the communication. The system also includes a determination module for determining an alert associated with the communication using at least one of the language characteristic, the non-word symbol, the acoustic characteristic, and the context, wherein the alert concerns a presence or an absence of specific language; and an interface for displaying at least one visual, textual, or numerical indication representative of the alert.

IPC Classes  ?

• H04M 3/42 - Systems providing special services or facilities to subscribers
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G06F 17/27 - Automatic analysis, e.g. parsing, orthograph correction
• G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
• G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
• G10L 15/08 - Speech classification or search
• G10L 15/18 - Speech classification or search using natural language modelling
• G10L 15/26 - Speech to text systems
• G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis

Abstract

Methods and systems are provided for receiving a communication, analyzing the communication in real-time or near real-time using a computer-based communications analytics facility for at least one of a language characteristic and an acoustic characteristic, wherein for analyzing the language characteristic of voice communications, the communication is converted to text using computer-based speech recognition, determining at least one of the category, the score, the sentiment, or the alert associated with the communication using the at least one language and/or acoustic characteristic, and providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface.

IPC Classes  ?

• G06Q 30/02 - MarketingPrice estimation or determinationFundraising
• G06Q 50/10 - Services
• G06Q 10/06 - Resources, workflows, human or project managementEnterprise or organisation planningEnterprise or organisation modelling

Abstract

Methods and systems are provided for receiving a communication, analyzing the communication in real-time or near real-time using a computer-based communications analytics facility for at least one of a language characteristic and an acoustic characteristic, wherein for analyzing the language characteristic of voice communications, the communication is converted to text using computer-based speech recognition, determining at least one of the category, the score, the sentiment, or the alert associated with the communication using the at least one language and/or acoustic characteristic, and providing a dynamic graphical representation of the at least one category, score, sentiment, or alert through a graphical user interface.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G06F 17/27 - Automatic analysis, e.g. parsing, orthograph correction
• G10L 25/72 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for transmitting results of analysis

Abstract

Methods and apparatus are provided which may be employed to perform speech recognition processing on a grid computing system. In some embodiments, the grid computing system includes a server system which receives processing tasks from one or more client applications, divides the processing tasks into units of work, and assigns the units of work to one or more of the nodes. Dividing a processing task into units of work may involve dividing audio input data into segments defined by natural speech boundaries. A mathematical representation may be created for each segment prior to its distribution on the grid to minimize network traffic. A node in the system may perform heterogeneous units of work concurrently, such as by isolating the execution of each unit of work in an application domain.

IPC Classes  ?

• G10L 15/28 - Constructional details of speech recognition systems

Goods & Services

Software for converting audio data into searchable text used to uncover trends in agent/customer interactions; software for analyzing processed audio data used to uncover trends in agent/customer interactions in class 9; scientific, nautical, surveying, electric, photographic, cinematographic, optical, weighing, measuring, signalling, checking (supervision), life-saving and teaching apparatus and instruments; apparatus for recording, transmission or reproduction of sound or images; magnetic data carriers, recording discs; automatic vending machines and mechanisms for coin-operated apparatus; cash registers, calculating machines, software; data-processing equipment and computers; fire-extinguishing apparatus. Telecommunications; information, advisory and consultancy services, all relating to the aforesaid services.

Goods & Services

Software for converting audio data into searchable text used to uncover trends in agent/customer interactions; software for analyzing processed audio data used to uncover trends in agent/customer interactions in class 9; scientific, nautical, surveying, electric, photographic, cinematographic, optical, weighing, measuring, signalling, checking (supervision), life-saving and teaching apparatus and instruments; apparatus for recording, transmission or reproduction of sound or images; magnetic data carriers, recording discs; automatic vending machines and mechanisms for coin-operated apparatus; cash registers, calculating machines, software; data processing equipment and computers; fire-extinguishing apparatus. Advertising; business management; business administration; office functions; information, consultancy and advisory services concerning the foregoing. Telecommunications; information, consultancy and advisory services concerning the foregoing.

Goods & Services

software for converting audio data into searchable text used to uncover trends in agent/customer interactions; software for analyzing processed audio data used to uncover trends in agent/customer interactions

Goods & Services

software for analyzing audio data

Abstract

Computer-implemented methods and apparatus are provided to facilitate the recognition of the content of a body of speech data. In one embodiment, a method for analyzing verbal communication is provided, comprising acts of producing an electronic recording of a plurality of spoken words; processing the electronic recording to identify a plurality of word alternatives for each of the spoken words, each of the plurality of word alternatives being identified by comparing a portion of the electronic recording with a lexicon, and each of the plurality of word alternatives being assigned a probability of correctly identifying a spoken word; loading the word alternatives and the probabilities to a database for subsequent analysis; and examining the word alternatives and the probabilities to determine at least one characteristic of the plurality of spoken words.

IPC Classes  ?

• G10L 15/00 - Speech recognition

Goods & Services

software for converting audio data into searchable text used to uncover trends in agent/customer interactions; software for analyzing processed audio data used to uncover trends in agent/customer interactions