IPC분류정보
국가/구분 |
United States(US) Patent
등록
|
국제특허분류(IPC7판) |
|
출원번호 |
US-0509550
(2006-08-24)
|
등록번호 |
US-RE43255
(2012-03-20)
|
우선권정보 |
GB-9620082 (1996-09-26) |
발명자
/ 주소 |
- Blair, Christopher Douglas
- Keenan, Roger Louis
|
출원인 / 주소 |
|
대리인 / 주소 |
McKeon, Meunier, Carlin & Curfman
|
인용정보 |
피인용 횟수 :
3 인용 특허 :
115 |
초록
▼
A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified
A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device fur identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.
대표청구항
▼
1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising: a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections
1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising: a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; anda communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system. 2. The monitoring system of claim 1, wherein said at least one predetermined parameter includes a frequency of keywords identified in the voice communication content of the at least one monitored signal. 3. The monitoring system of claim 1, wherein said digital processor further identifies episodes of anger or shouting by analyzing amplitude envelope. 4. The monitoring system of claim 1, wherein said at least one predetermined parameter is a prosody of the voice communication content of the at least one monitored signal. 5. The monitoring system of claim 1, wherein said connections for being operatively attached to the telephony exchange switch are attached via high impedance taps (20) to telephone signal lines (24, 26) attached to said telephony exchange switch. 6. The monitoring system of claim 1, wherein said communication traffic controller serves to identify at least one section of traffic relative to another so as to identify a source of the predetermined parameter. 7. The monitoring system of claim 1, wherein said communication traffic controller serves to influence further monitoring actions within the apparatus. 8. The monitoring system of claim 1, wherein the analyzed contents of the at least one monitored signal comprise the interaction between at least two signals representing an at least two-way conversation. 9. The monitoring system of claim 1, wherein the recorder operates in real time to provide a real-time indication of the occurrence. 10. The monitoring system of claim 1, wherein said digital voice recorder comprises an analog/digital convertor (18) for converting analog voice into a digital signal. 11. The monitoring system of claim 1, wherein said digital processor is a Digital Signal Processor (30) arranged to operate in accordance with an analyzing algorithm. 12. The monitoring system of claim 1, wherein the digital processor is arranged to operate in real time. 13. The monitoring system of claim 1, further comprising a replay station (32) connected to said digital processor and arranged such that the voice communication content of the at least one monitored signal can be recorded and monitored by said digital processor for identifying the at least one parameter at some later time. 14. The monitoring system of claim 1, wherein the at least one predetermined parameter comprises plural predetermined parameters and wherein said recorder records the occurrence of the plural predetermined parameters in each of the two directions of traffic separately. 15. The monitoring system of claim 1, wherein said traffic stream identifier comprises a means for receiving an identifier tagged onto the traffic so as to identify its source. 16. The monitoring system of claim 1, wherein said digital voice recorder for monitoring the traffic streams is operative responsive to an output from said traffic stream identifier identifying the source of the conversation in which the predetermined parameter has been identified, or a threshold occurrence of the predetermined parameter has been exceeded. 17. The monitoring system of claim 1, wherein said digital voice recorder, said digital processor, said recorder, said traffic stream identifier, and said data analyzer reside on an add-in card to a telecommunications system. 18. A method for adaptively analyzing a call center interaction, comprising: analyzing voice interaction data representative of the call center interaction at a speech/data analysis engine to determine a parameter associated with the voice interaction data; andreceiving scoring as feedback regarding the call center interaction to modify an analysis algorithm employed by the speech/data analysis engine, and from the feedback;determining which recorded calls to retain for future analysis,determining which agents/lines to monitor and how often, anddetermining which monitored agents/lines to analyze and at least one decision rule associated with the monitoring. 19. The method of claim 18, wherein analyzing the voice interaction data comprises identifying voice communication content included in the voice interaction data. 20. The method of claim 19, wherein identifying voice communication content includes identifying a frequency of keywords identified in the voice interaction data. 21. The method of claim 19, wherein identifying voice communication content includes identifying episodes of anger or shouting based upon an amplitude envelope associated with the voice interaction data. 22. The method of claim 19, wherein identifying voice communication content includes identifying a prosody associated with the voice communication content of the voice interaction data. 23. The method of claim 19, wherein identifying voice communication content includes examining incoming and outgoing traffic streams to identify whether a talk-over condition exists with respect to the voice interaction data. 24. The method of claim 19, further comprising identifying whether one or more of a predetermined group of words exists with respect to the voice interaction data. 25. The method of claim 19, wherein identifying voice communication content includes identifying stress voice content associated with the voice interaction data. 26. The method of claim 25, wherein stress is identified by determining changes in volume, speed and tone of voice content associated with the voice interaction data. 27. The method of claim 19, wherein identifying voice communication content includes identifying a delay between voice transmissions in opposite directions. 28. The method of claim 19, further comprising scoring the telephone conversation at the replay station to analyze a customer experience during voice interactions. 29. The method of claim 18, further comprising defining said predetermined parameter as at least one of: a threshold frequency of at least one user defined keyword; a prosody associated with the voice interaction indicating stress and intonation in the voice interaction; or, anger evidenced by an amplitude envelope associated with the voice interaction. 30. An adaptive learning voice interaction recording and analysis system, comprising: a recorder operable to acquire voice interaction data in a call center environment;an analysis module operable to analyze voice communication content associated with the voice interaction data received from the recorder, the analysis module being operable to identify at least one predetermined parameter by analyzing voice communication content of at least one monitored signal taken from the voice interaction data, wherein the analysis module uses one or more analysis algorithms to analyze voice communication content;a storage device operable to store analyzed voice communication content; anda replay station operable to facilitate feedback by retrieving stored analyzed voice communication content from the storage device, wherein the feedback is used modify the one or more analysis algorithms. 31. The system of claim 30, wherein the analysis module automatically identifies an occurrence of said at least one predetermined parameter in the voice interaction data. 32. The system of claim 31, wherein analysis of the voice communication content comprises identifying voice communication content included in the voice interaction data. 33. The system of claim 32, wherein identifying voice communication content includes identifying a frequency of keywords identified in the voice interaction data. 34. The system of claim 32, wherein identifying voice communication content includes identifying episodes of anger or shouting based upon an amplitude envelope associated with the voice interaction data. 35. The system of claim 32, wherein identifying voice communication content includes identifying a prosody associated with the voice communication content of the voice interaction data. 36. The system of claim 32, wherein identifying voice communication content includes examining incoming and outgoing traffic streams to identify whether a talk-over condition exists with respect to the voice interaction data. 37. The system of claim 32, wherein identifying voice communication content includes identifying whether one or more of a predetermined group of words exists with respect to the voice interaction data. 38. The system of claim 32, wherein identifying voice communication content includes identifying voice stress associated with the voice interaction data. 39. The system of claim 38, wherein stress is identified by determining changes in volume, speed and tone of voice content associated with the voice interaction data. 40. The system of claim 32, wherein identifying voice communication content includes identifying a delay between voice transmissions in opposite directions. 41. The system of claim 30, wherein the analysis module is further operable to score the voice interaction data to analyze a customer experience during voice interactions. 42. The system of claim 41, wherein the analysis module scores the voice interaction data using such characteristics as delay between transmissions in opposite directions, anger, stress, or use of one or more of a group of words to analyze customer experience during the voice interaction.
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