System and process for realtime/neartime call analytics with speaker separation

摘要

A system, method, and program product for realtime/neartime call analytics, the method comprising: receiving an inbound call connection; capturing a destination network address; initiating placement of a call; capturing first data of the initiating party and converting the first data to first data packets with time stamps and a first designation; creating a first audio stream; sending the first audio stream of audio data packets to an audio analytics service; capturing second data including audio data of the destination party and converting the second data to second data packets with time stamps and a second designation; creating a second audio stream; and sending the second audio stream of audio data packets to the audio analytics service.

主权项

1. A method for realtime/neartime call analytics, comprising:
receiving, by one or more computers via a network, an inbound call connection comprising inbound call data from an initiating party; capturing a destination network address based on the inbound call data; connecting, by the one or more computers, the inbound call to the destination network address to permit audio data transmission; capturing, by the one or more computers, first data of the initiating party including audio data from the inbound call connection and producing from the first data, by the one or more computers via a Voice Over Internet Protocol (VOIP) signaling protocol, first time-stamped data packets including a first designation; creating, by the one or more computers, a first audio stream comprising audio data packets from the first data packets; using the first data of the initiating party to identify the initiating party and to determine, based on the identity of the initiating party, to generate a first transcript of the first audio stream; sending, by the one or more computers responsive to the determination to generate the first transcript, the first audio stream to an audio analytics service to transcribe the first audio stream; capturing, by the one or more computers from the destination network address, second data including audio data of the destination party and producing, by the one or more computers via the Voice Over Internet Protocol (VOIP) signaling protocol, second time-stamped data packets including a second designation; creating, by the one or more computers, a second audio stream comprising audio data packets from the second data packets; using the second data of the destination party to identify the destination party and to determine, based on the identity of the destination party, to generate a second transcript of the second audio stream; and sending, by the one or more computers responsive to the determination to generate the second transcript, the second audio stream to the audio analytics service to transcribe the second audio stream.