Evaluation of voice communications

摘要

One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.

主权项

1. A method, comprising:
receiving, by a computer-based system, data indicative of a user response to a question; extracting, by the computer-based system, at least a portion of an electronic representation of a voice communication of the user, to form a caller voice print; determining, by the computer-based system, a tone profile of the caller voice print; adjusting, by the computer-based system, content of the data indicative of the user response, based on a determination that the tone profile is inconsistent with the user response to the question.