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 dialogue 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 dialogue 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 a telephone call without transcription, the computing system comprising:
a memory for storing programmed instructions; a processor configured to execute the programmed instructions to perform operations including:
receiving an audio signal of a telephone call to analyze, wherein the system does not transcribe the audio signal of the telephone call and wherein the audio signal comprises a first channel and a second channel;monitoring a first channel time-in-activity by tracking a presence of activity on the first channel;monitoring a second channel time-in-activity by tracking a presence of activity on the second channel; andcharacterizing a portion of the telephone call based at least in part on the first channel time-in-activity and the second channel time-in-activity during the portion of the telephone call, wherein the activity comprises at least one of speech activity and non-speech activity.