SYSTEM FOR HANDLING A PLURALITY OF STREAMING VOICE SIGNALS FOR DETERMINATION OF RESPONSIVE ACTION THERETO

摘要

Streaming voice signals, such as might be received at a contact center or similar operation, are analyzed to detect the occurrence of one or more unprompted, predetermined utterances. The predetermined utterances preferably constitute a vocabulary of words and/or phrases having particular meaning within the context in which they are uttered. Detection of one or more of the predetermined utterances during a call causes a determination of response--determinative significance of the detected utterance(s). Based on the response-determinati ve significance of the detected utterance(s), a responsive action may be furthe r determined. Additionally, long term storage of the call corresponding to the detected utterance may also be initiated. Conversely, calls in which no predetermined utterances are detect ed may be deleted from short term storage. In this manner, the present invention simplifies th e storage requirements for contact centers and provides the opportunity to improve caller experiences by providing shorter reaction times to potentially problematic situations.