Automatic contextual media recording and processing utilizing speech analytics

摘要

Embodiments are provided for the automatic real-time recording and processing of media in a communications network based on the context of the media. In one embodiment, a media stream is received in an analysis module in a service platform in the communications network. The media stream may represent a communication session between a calling party and a call center in the network. The incoming media steam is analyzed to identify words comprising a context of the communication session. A determination is then made as to whether the context of the communication session is related to a set of business rules associated with the service platform which may automatically trigger the retention of a recording of the communication session. If the context of the communication session is related to the set of business rules, the retention of the communication session is automatically triggered in real-time at a recording module.

主权项

1. A method comprising:
while receiving a media stream associated with a communication session between a calling party and a called party: storing the media stream in a cache, to yield a cached copy; and analyzing, via a processor, the media stream to yield a context and a business assessment value, the business assessment value comparing the context to business rules associated with a service platform providing the communication session; and when the processor determines the business assessment value reaches a threshold, bridging a new party into the communication session and transferring a portion of the cached copy to a long-term storage, wherein the portion of the cached copy comprises less than a full version of the communication session, the portion of the cached copy being chosen based on the business rules.