AU2003282940C1 - Methods and apparatus for audio data monitoring and evaluation using speech recognition - Google Patents

Methods and apparatus for audio data monitoring and evaluation using speech recognition Download PDF

Info

Publication number: AU2003282940C1
Authority: AU; Australia
Prior art keywords: audio segment; data; audio; call; searching
Prior art date: 2002-10-18
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.): Ceased

Application number

AU2003282940A

Other languages

English (en)

Other versions

AU2003282940B2 (en

AU2003282940A1 (en

Inventor

Lawrence Mark

Robert Scarano

Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)

Unify Inc

Original Assignee

Unify Inc

Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)

2002-10-18

Filing date

2003-10-20

Publication date

2009-07-16

2003-10-20 Application filed by Unify Inc filed Critical Unify Inc

2004-05-04 Publication of AU2003282940A1 publication Critical patent/AU2003282940A1/en

2009-03-05 Application granted granted Critical

2009-03-05 Publication of AU2003282940B2 publication Critical patent/AU2003282940B2/en

2009-07-16 Publication of AU2003282940C1 publication Critical patent/AU2003282940C1/en

2011-05-12 Assigned to SIEMENS ENTERPRISE COMMUNICATIONS, INC. reassignment SIEMENS ENTERPRISE COMMUNICATIONS, INC. Request for Assignment Assignors: SER SOLUTIONS, INC.

2015-12-03 Assigned to UNIFY INC. reassignment UNIFY INC. Request to Amend Deed and Register Assignors: SIEMENS ENTERPRISE COMMUNICATIONS, INC.

2023-10-20 Anticipated expiration legal-status Critical

Status Ceased legal-status Critical Current

Links

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238000012544 monitoring process Methods 0.000 title claims description 39
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Classifications

- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2227—Quality of service monitoring
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42221—Conversation recording systems
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2218—Call detail recording
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements

Landscapes

Engineering & Computer Science (AREA)
Signal Processing (AREA)
Audiology, Speech & Language Pathology (AREA)
Marketing (AREA)
Computational Linguistics (AREA)
Health & Medical Sciences (AREA)
Business, Economics & Management (AREA)
Human Computer Interaction (AREA)
Physics & Mathematics (AREA)
Acoustics & Sound (AREA)
Multimedia (AREA)
Quality & Reliability (AREA)
Telephonic Communication Services (AREA)
Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
Measurement Of The Respiration, Hearing Ability, Form, And Blood Characteristics Of Living Organisms (AREA)

AU2003282940A 2002-10-18 2003-10-20 Methods and apparatus for audio data monitoring and evaluation using speech recognition Ceased AU2003282940C1 (en)

Applications Claiming Priority (3)

Application Number	Priority Date	Filing Date	Title
US41973702P	2002-10-18	2002-10-18
US60/419,737		2002-10-18
PCT/US2003/033040 WO2004036543A2 (fr)	2002-10-18	2003-10-20	Procedes et apparatus de surveillance et d'evaluation de donnees au moyen d'une reconnaissance vocale

Publications (3)

Publication Number	Publication Date
AU2003282940A1 AU2003282940A1 (en)	2004-05-04
AU2003282940B2 AU2003282940B2 (en)	2009-03-05
AU2003282940C1 true AU2003282940C1 (en)	2009-07-16

Family

ID=32108132

Family Applications (1)

Application Number	Title	Priority Date	Filing Date
AU2003282940A Ceased AU2003282940C1 (en)	2002-10-18	2003-10-20	Methods and apparatus for audio data monitoring and evaluation using speech recognition

Country Status (4)

Country	Link
EP (1)	EP1565907A4 (fr)
AU (1)	AU2003282940C1 (fr)
CA (1)	CA2502533C (fr)
WO (1)	WO2004036543A2 (fr)

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number	Priority date	Publication date	Assignee	Title
US8751240B2 (en)	2005-05-13	2014-06-10	At&T Intellectual Property Ii, L.P.	Apparatus and method for forming search engine queries based on spoken utterances
US7752043B2 (en)	2006-09-29	2010-07-06	Verint Americas Inc.	Multi-pass speech analytics
EP2119108B1 (fr) *	2007-03-05	2018-10-24	Calabrio, Inc.	Contrôle de la qualité du service client dans des appels client/agent sur un réseau voip
US20100161604A1 (en) *	2008-12-23	2010-06-24	Nice Systems Ltd	Apparatus and method for multimedia content based manipulation

Citations (3)

* Cited by examiner, † Cited by third party
Publication number	Priority date	Publication date	Assignee	Title
EP0833498A2 (fr) *	1996-09-30	1998-04-01	Hewlett-Packard Company	ContrÔle dynamique de l'exposition dans des dispositifs numériques d'entrée
US6185527B1 (en) *	1999-01-19	2001-02-06	International Business Machines Corporation	System and method for automatic audio content analysis for word spotting, indexing, classification and retrieval
US20010040942A1 (en) *	1999-06-08	2001-11-15	Dictaphone Corporation	System and method for recording and storing telephone call information

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number	Priority date	Publication date	Assignee	Title
EP0644510B1 (fr)	1993-09-22	1999-08-18	Teknekron Infoswitch Corporation	Surveillance d'un système de télécommunication
US6263049B1 (en)	1996-10-10	2001-07-17	Envision Telephony, Inc.	Non-random call center supervisory method and apparatus
US6047060A (en)	1998-02-20	2000-04-04	Genesys Telecommunications Laboratories, Inc.	Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
US6542602B1 (en)	2000-02-14	2003-04-01	Nice Systems Ltd.	Telephone call monitoring system

2003
- 2003-10-20 EP EP03774874A patent/EP1565907A4/fr not_active Withdrawn
- 2003-10-20 CA CA2502533A patent/CA2502533C/fr not_active Expired - Fee Related
- 2003-10-20 AU AU2003282940A patent/AU2003282940C1/en not_active Ceased
- 2003-10-20 WO PCT/US2003/033040 patent/WO2004036543A2/fr not_active Ceased

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number	Priority date	Publication date	Assignee	Title
EP0833498A2 (fr) *	1996-09-30	1998-04-01	Hewlett-Packard Company	ContrÔle dynamique de l'exposition dans des dispositifs numériques d'entrée
US6185527B1 (en) *	1999-01-19	2001-02-06	International Business Machines Corporation	System and method for automatic audio content analysis for word spotting, indexing, classification and retrieval
US20010040942A1 (en) *	1999-06-08	2001-11-15	Dictaphone Corporation	System and method for recording and storing telephone call information

Non-Patent Citations (2)

* Cited by examiner, † Cited by third party
Title
Clements, Phonetic searching of digital audio, Fast-talk communications INC *
Frakes, Information Retrieval Data Structures and Algorithms *

Also Published As

Publication number	Publication date
EP1565907A4 (fr)	2006-01-18
AU2003282940B2 (en)	2009-03-05
AU2003282940A1 (en)	2004-05-04
WO2004036543A3 (fr)	2004-07-22
EP1565907A2 (fr)	2005-08-24
CA2502533A1 (fr)	2004-04-29
WO2004036543A2 (fr)	2004-04-29
CA2502533C (fr)	2012-12-11

Legal Events

Date	Code	Title	Description
2009-03-26	DA2	Applications for amendment section 104	Free format text: THE NATURE OF THE AMENDMENT IS AS SHOWN IN THE STATEMENT(S) FILED 25 FEB 2009.
2009-07-16	DA3	Amendments made section 104	Free format text: THE NATURE OF THE AMENDMENT IS AS SHOWN IN THE STATEMENT(S) FILED 25 FEB 2009
2009-07-23	FGA	Letters patent sealed or granted (standard patent)
2011-05-12	PC	Assignment registered	Owner name: SIEMENS ENTERPRISE COMMUNICATIONS, INC. Free format text: FORMER OWNER WAS: SER SOLUTIONS, INC.
2019-05-16	MK14	Patent ceased section 143(a) (annual fees not paid) or expired

Publication	Publication Date	Title
US7076427B2 (en)	2006-07-11	Methods and apparatus for audio data monitoring and evaluation using speech recognition
US7133828B2 (en)	2006-11-07	Methods and apparatus for audio data analysis and data mining using speech recognition
US8055503B2 (en)	2011-11-08	Methods and apparatus for audio data analysis and data mining using speech recognition
US9992336B2 (en)	2018-06-05	System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time
US9565310B2 (en)	2017-02-07	System and method for message-based call communication
US8102973B2 (en)	2012-01-24	Systems and methods for presenting end to end calls and associated information
US9225835B2 (en)	2015-12-29	Call center services system and method
US20100158237A1 (en)	2010-06-24	Method and Apparatus for Monitoring Contact Center Performance
US20190354598A1 (en)	2019-11-21	Data Processing System for Automatic Presetting of Controls in an Evaluation Operator Interface
AU2003282940C1 (en)	2009-07-16	Methods and apparatus for audio data monitoring and evaluation using speech recognition
AU2003301373B9 (en)	2009-07-23	Methods and apparatus for audio data analysis and data mining using speech recognition
KR20230156599A (ko)	2023-11-14	컨택센터에서 통화 내용을 녹취하고 관리하는 시스템