System for handling a plurality of streaming voice signals...

Details System for handling a plurality of streaming voice signals... System for handling a plurality of streaming voice signals...

H - Electricity

04

M

H04M 3/527 (2006.01) G10L 11/02 (2006.01) G10L 15/22 (2006.01) H04M 3/22 (2006.01)

Patent

CA 2665009

Streaming voice signals, such as might be received at a contact center or similar operation, are analyzed to detect the occurrence of one or more unprompted, predetermined utterances. The predetermined utterances preferably constitute a vocabulary of words and/or phrases having particular meaning within the context in which they are uttered. Detection of one or more of the predetermined utterances during a call causes a determination of response--determinative significance of the detected utterance(s). Based on the response-determinative significance of the detected utterance(s), a responsive action may be further determined. Additionally, long term storage of the call corresponding to the detected utterance may also be initiated. Conversely, calls in which no predetermined utterances are detected may be deleted from short term storage. In this manner, the present invention simplifies the storage requirements for contact centers and provides the opportunity to improve caller experiences by providing shorter reaction times to potentially problematic situations.

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