Identifying recorded call data segments of interest

摘要

A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a voice call, and storing the portion of the voice call in memory. The method may also include processing the portion of the voice call to identify at least one segment of interest, and forwarding the at least one segment of interest to a new call party responsive to a call transfer action.

主权项

1. A method comprising:
recording at least a portion of a voice call; storing the portion of the voice call in memory; processing the portion of the voice call to identify at least one segment of interest; retrieving a data file which includes a plurality of keywords of interest; transcribing the voice call from digital audio to a text file; comparing the data file to the text file to identify any matches between at least one keyword of interest in the data file and content of the text file; parsing at least one keyword of the plurality of keywords of interest and a default number of neighboring words adjacent to the at least one keyword from the text file; designating the parsed at least one keyword and the default number of neighboring words as the at least one segment of interest; and forwarding the at least one segment of interest to a new call party responsive to a call transfer action.