Systems and methods for rapid analysis of call audio data using a stream-processing platform
US11522993B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 21, 2020 |
| Grant date | Dec 6, 2022 |
| Priority date | — |
| Expiry date | Feb 24, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/555
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A call analytics system and associated methods that can be used to rapidly analyze call data and provide conversational insights. The call analytics system receives audio call data of a phone call between a customer and an agent of a business, and converts the call data into one or more messages for handling by a distributed stream-processing platform. In some embodiments, the stream-processing platform is the Apache Kafka platform. The distributed platform processes the messages and communicates with various software modules to generate a variety of conversational insights. When processed by a stream-processing platform, certain analyses can occur in parallel which allows conversational insights to be provided to the businesses shortly (e.g., within seconds) after the call data is received.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.