System and method for annotating recorded information from contacts to contact center
US6898277B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 4, 2002 |
| Grant date | May 24, 2005 |
| Priority date | — |
| Expiry date | Oct 20, 2023 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99931
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for forming a database indexed with content-based parameters, corresponding to recordings of contacts to a contact center, includes an analysis unit, a mining unit, and a correlation unit. The analysis unit performs automated-portion analysis techniques to ascertain predetermined events occurring in recordings of automated portions of the contacts to the contact center. The mining unit performs audio mining of recordings of agent portions of the contacts to the contact center. The correlation unit correlates an event occurring in an agent portion of the recordings with a corresponding one of a plurality of content-based parameters selected to be used as indices of the database, and makes an entry in the database based on the correlated event and the corresponding content-based parameter.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.