Identifying recorded call data segments of interest
View Patent ↗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.
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.
2. The method of claim 1 , wherein the segment of interest is based on more than one keyword spoken during the voice call.
3. The method of claim 1 , wherein the segment of interest is based on at least one of a first portion of the voice call and a last portion of the voice call both the first portion of the voice call and the last portion of the voice call being sub-portions of the portion of the voice call.
4. The method of claim 1 , wherein the forwarding the at least one segment of interest to a new party responsive to a call transfer action comprises forwarding the at least one segment of interest to the new call party of the voice call, different from any original call parties, prior to connecting any of the original call parties with the new call party.
5. The method of claim 4 , further comprising:
forwarding an option to the new call party to accept or reject the segment of interest prior to connecting any of the original call parties with the new call party.
6. The method of claim 4 , wherein the at least one segment of interest is only forwarded to the new call party if predetermined preferences of the new call party allow the segment of interest to be received by the new call party.
7. An apparatus comprising:
a memory configured to store at least a portion of a recorded voice call;
a processor configured to
process the portion of the voice call to identify at least one segment of interest;
retrieve a data file which includes a plurality of keywords of interest;
transcribe the voice call from digital audio to a text file;
compare 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;
parse 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;
designate the parsed at least one keyword and the default number of neighboring words as the at least one segment of interest; and
a transmitter configured to transmit the at least one segment of interest to a new call party responsive to a call transfer action.
8. The apparatus of claim 7 , wherein the segment of interest is based on more than one keyword spoken during the voice call.
9. The apparatus of claim 7 , wherein the segment of interest is based on at least one of a first portion of the voice call and a last portion of the voice call both the first portion of the voice call and the last portion of the voice call being sub-portions of the portion of the voice call.
10. The apparatus of claim 7 , wherein the transmitter transmits the at least one segment of interest to the new call party responsive to the call transfer action prior to any of the original call parties being connected with the new call party.
11. The apparatus of claim 10 , wherein the transmitter transmits an option to the new call party to accept or reject the segment of interest prior to any of the original call parties being connected with the new call party.
12. The apparatus of claim 10 , wherein the at least one segment of interest is only forwarded to the new call party if predetermined preferences of the new call party allow the segment of interest to be received by the new call party.
13. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
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.
14. The non-transitory computer readable storage medium of claim 13 , wherein the segment of interest is based on more than one keyword spoken during the voice call.
15. The non-transitory computer readable storage medium of claim 13 , wherein the segment of interest is based on at least one of a first portion of the voice call and a last portion of the voice call both the first portion of the voice call and the last portion of the voice call being sub-portions of the portion of the voice call.
16. The non-transitory computer readable storage medium of claim 13 , wherein the forwarding the at least one segment of interest to the new call party responsive to a call transfer action comprises forwarding the at least one segment of interest to the new call party of the voice call, different from any original call parties, prior to connecting any of the original call parties with the new call party.
17. The non-transitory computer readable storage medium of claim 16 , wherein the processor is further configured to perform:
forwarding an option to the new call party to accept or reject the segment of interest prior to connecting any of the original call parties with the new call party, and wherein the at least one segment of interest is only forwarded to the new call party if predetermined preferences of the new call party allow the segment of interest to be received by the new call party.