METHOD AND SYSTEM FOR LEARNING CALL ANALYSIS

摘要

A system and method are presented for learning call analysis. Audio fingerprinting may be employed to identify audio recordings that answer communications. In one embodiment, the system may generate a fingerprint of a candidate audio stream and compare it against known fingerprints within a database. The system may also search for a speech-like signal to determine if the endpoint contains a known audio recording. If a known audio recording is not encountered, a fingerprint may be computed for the contact and the communication routed to a human for handling. An indication may be made as to if the call is indeed an audio recording. The associated information may be saved and used for future identification purposes.

主权项

1. A method for communication learning in a telecommunication system, wherein the telecommunication system comprises at least an automated dialer, a telephony service module, a database, and a media server operatively coupled over a network for exchange of data there between, the method comprising the steps of:
a. selecting, by the automated dialer, a contact from the database, the contact being associated with a telephone number and one or more acoustic fingerprints; b. retrieving, by the telephony service module, from the database, the one or more acoustic fingerprints and the telephone number associated with the contact; c. initiating, by the automated dialer, a communication with the contact based on the telephone number, the communication generating audio; d. analyzing, by the media server, the audio for matches to any of the one or more of the acoustic fingerprints, wherein matches are not identified; e. routing, by the telephony service module, the communication to an agent, wherein the agent determines the communication comprises a speech recording; and f. requesting, by the automated dialer, new acoustic fingerprints from the media server for the speech recording and associating the new acoustic fingerprints with the contact in the database.