Method and apparatus for generic analytics
View Patent ↗A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user.
1. A method for revealing an at least one aspect related to an organization from an audio signal, the method comprising the steps of:
performing an initial processing on the audio signal for locating an at least one event within the audio signal, the at least one event associated with an at least one time indication within the audio signal;
performing additional processing on a part of the audio signal, the part extending at least a first predetermined length of time preceding the least one time indication associated with the event and at least a second predetermined length of time following the at least one time indication associated with the event, the additional processing providing output related to the audio signal; and
analyzing the at least one event and the output of the additional processing to reveal an at least one aspect related to the organization,
wherein analyzing the at least one event and the output of the additional processing comprises at least one of the group consisting of: link analysis, root cause analysis, finding relations, finding connections, finding an at least one hidden pattern, and clustering of at least two audio segments based on the initial processing.
2. The method of claim 1 further comprising a preprocessing step for enhancing the audio signal.
3. The method of claim 1 further comprising a presentation step for presenting a presentation of the at least one aspect related to the organization.
4. The method of claim 3 wherein the presentation is a graphic presentation.
5. The method of claim 3 wherein the at least one event is marked on the presentation wherein the marking is indicative to a characteristic of the event.
6. The method of claim 3 wherein a connection between the at least one event and the at least one aspect is marked.
7. The method of claim 6 wherein the connection is marked in a manner indicative to a characteristic of the connection.
8. The method of claim 1 wherein the initial processing comprises activating at least one of the group consisting of: a word spotting process, a phonetic decoding process, an emotion detection process, and a call flow analysis process.
9. The method of claim 1 wherein the additional processing comprises activating a speech-to-text process.
10. The method of claim 1 wherein the audio signal is captured from a source selected from the group consisting of: a telephone, a voice over IP source, a walk-in recording, a TV broadcast, a radio broadcast, an audio signal downloaded from the internet, an audio file, an audio stream, audio data of a video file, and audio data of a video stream.
11. An apparatus for revealing an at least one aspect related to an organization from an audio signal, the apparatus comprising:
an initial processing component for activating an at least one initial processing engine for locating an at least one event within the audio signal, the at least one event associated with a time indication within the audio signal;
an additional processing component for activating an at least one additional processing engine for performing additional processing on a part of the audio signal, the part extending at least a first predetermined length of time preceding the time indication associated with the event and at least a second predetermined length of time following the time indication associated with the event, the additional processing providing output related to the audio signal;
an analysis component for analyzing the at least one event and the output of the additional processing to reveal the at least one aspect related to the organization; and
a capturing or logging component for capturing or logging audio signals from an at least one source selected from the group consisting of: a telephone, a voice over IP source, a walk-in recording, a TV broadcast, a radio broadcast, an audio signal downloaded from the internet, an audio file, an audio stream, audio data of a video file and audio data of a video stream.
12. The apparatus of claim 11 further comprising a logging or capturing component for logging or capturing the audio signal.
13. The apparatus of claim 11 further comprising a presentation component for presenting the at least one aspect related to the organization.
14. The apparatus of claim 11 further comprising a storage component for storing the at least one aspect or the at least one event or the output or the aspect.
15. The apparatus of claim 11 further comprising a playback component for playing the audio signal.
16. The apparatus of claim 11 further comprising a report generation component for generating an at least one report relating to the at least one event or to the output of the additional processing.
17. The apparatus of claim 11 further comprising a quality monitoring component for monitoring an at least one quality parameter associated with a participant in an interaction represented by the audio signal.