Noble Systems Corporation

Joseph Andraszek

Karl H Koster

Various embodiments of the invention provide methods, systems, and computer program products for determining whether a call has reached a live party or a machine. Specifically, a call handler that is handling the call analyzes a cadence of the audio of the call while a speech analytics system analyzes the audio of the call to detect one or more keywords over a call leg established between the call handler and speech analytics system. Accordingly, in particular embodiments, the call handler may make a first determination that the call has reached a live party or a machine based on the cadence of the audio and may make a second determination that the call has reached a live party or a machine based on an event received from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call.

Augmenting call progress analysis with real-time speech analytics

Various embodiments of the invention provide methods, systems, and computer program products for using real-time speech analytics to navigate a call that has reached a machine or service. In various embodiments, a call leg is established from a call handler handling the call to a speech analytics system configured to analyze the call to detect keywords. As the speech analytics system monitors the call, the speech analytics system sends an event to the call handler upon detecting a keyword. In turn, the call handler carries out some action based on the event that is configured to advance the progress of the call. Accordingly, if the call handler determines a live party has been reached on the call as result of the action, the call handler connects the call with a second live party to converse with the live party reached on the call.

Using real-time speech analytics to navigate a call that has reached a machine or service

Various embodiments of the invention provide methods, systems, and computer-program products for identifying an occurrence during a conversation being conducted between a first party and a second party where sensitive information is conveyed by the first party or the second party. In particular embodiments, speech analytics is used to monitor audio of the conversation and a first speech characteristic is detected indicating a start event identifying a start of an occurrence where sensitive information is conveyed by the first party or the second party. Following the detection of first speech characteristic, a second speech characteristic is detected in the audio indicating an end event identifying an end of the occurrence. Accordingly, identifiers for the start and end events are then recorded in various embodiments as metadata along with a recording of the audio of the conversation to identify where in the recording the occurrence takes place.

Growing community of inventors

Oklahoma City, OK, United States of America

Joseph Andraszek