Distress analysis of mono-recording system and methods

摘要

The methods, apparatus, and systems described herein analyze mono-recorded customer-agent communications to apply distress analysis techniques to identify one or more distress events. The methods include recording a mono recording of a communication between an agent and a customer, separately recording the agent voice data in an agent recording, subtracting agent voice data from the mono recording using the agent recording to provide a separated recording including only customer voice data, convening at least the customer voice data to text, and applying distress analysis to a portion of the communication to identify one or more distress events.

主权项

1. A system for analyzing a customer-agent communication, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, wherein the plurality of instructions that, when executed:
record a mono recording of a communication between an agent and a customer, wherein the mono recording is unseparated and includes agent voice data and customer voice data;separately record the agent voice data in an agent recording;align the unseparated mono recording and the agent recording so they are time-synched;subtract agent voice data from the unseparated mono recording using the agent recording to provide a separated recording including only customer voice data, wherein the agent voice data is subtracted from the unseparated mono recording based on the alignment, sound frequency analysis, or both; andapply distress analysis to a portion of the communication to identify one or more distress events.