System and method for analyzing and classifying calls without transcription

摘要

A facility and method for analyzing and classifying calls without transcription. The facility analyzes individual frames of an audio to identify speech and measure the amount of time spent in speech for each channel (e.g., caller channel, agent channel). Additional telephony metrics such as R-factor or MOS score and other metadata may be factored in as audio analysis inputs. The facility then analyzes the frames together as a whole and formulates a clustered-frame representation of a conversation to further identify dialog patterns and characterize call classification. Based on the data in the clustered-frame representation, the facility is able to make estimations of call classification. The correlation of dialog patterns to call classification may be utilized to develop targeted solutions for call classification issues, target certain advertising channels over others, evaluate advertising placements at scale, score callers, and to identify spammers.

主权项

1. A computing system for analyzing telephone calls to identify a low quality telephone call and take corrective action, the computing system comprising:
a memory for storing programmed instructions; a processor configured to execute the programmed instructions to perform operations including:
receiving, by a computing system, a group of telephone calls,
wherein each telephone call in the received group of telephone calls is associated with one or more call parameters; andwherein an audio signal of each telephone call in the received group of telephone calls carries one or more channels;for each telephone call in the received group of telephone calls:
monitoring, by the computing system, a time-in-activity of each of the one or more channels by tracking on each channel when there is activity, wherein the time-in-activity comprises speech activity and non-speech activity;determining, by the computing system, whether the monitored time-in-activity of each of the one or more channels is indicative of a low quality telephone call based on a dialogue pattern identified in the one or more channels;identifying, by the computing system, call parameters that are correlated with determined low quality telephone calls;identifying, by the computing system, a subsequent telephone call to monitor, wherein the subsequent telephone call is associated with one or more call parameters;determining, by the computing system, whether one or more call parameters of the subsequent telephone call is present that correlate with determined low quality telephone calls; andin response to determining that one or more call parameters of the subsequent telephone call correlate with determined low quality telephone calls, taking a corrective action with respect to the subsequent telephone call.