Automatic contextual media recording and processing utilizing speech analytics
View Patent ↗Embodiments are provided for the automatic real-time recording and processing of media in a communications network based on the context of the media. In one embodiment, a media stream is received in an analysis module in a service platform in the communications network. The media stream may represent a communication session between a calling party and a call center in the network. The incoming media steam is analyzed to identify words comprising a context of the communication session. A determination is then made as to whether the context of the communication session is related to a set of business rules associated with the service platform which may automatically trigger the retention of a recording of the communication session. If the context of the communication session is related to the set of business rules, the retention of the communication session is automatically triggered in real-time at a recording module.
1. A method comprising:
while receiving a media stream associated with a communication session between a calling party and a called party:
storing the media stream in a cache, to yield a cached copy; and
analyzing, via a processor, the media stream to yield a context and a business assessment value, the business assessment value comparing the context to business rules associated with a service platform providing the communication session; and
when the processor determines the business assessment value reaches a threshold, bridging a new party into the communication session and transferring a portion of the cached copy to a long-term storage, wherein the portion of the cached copy comprises less than a full version of the communication session, the portion of the cached copy being chosen based on the business rules.
2. The method of claim 1 , further comprising:
when the communication session ends without the business assessment value reaching the threshold, deleting the cached copy.
3. The method of claim 1 , the media stream comprising audio and video content.
4. The method of claim 1 , wherein the analyzing of the media stream further comprises:
flagging an event in the cached copy when a specific rule in the business rules is met, to yield a flagged segment; and
transferring the flagged segment of the cached copy to the long-term storage.
5. The method of claim 4 , wherein the flagged segment has a priority in the long-term storage for later retrieval.
6. The method of claim 1 , wherein the media stream comprises an audio-only content stream.
7. The method of claim 1 , wherein analyzing the media stream further comprises utilizing language model dependent speech recognition to identify phrases associated with the context.
8. A system comprising:
a processor; and
a computer-readable storage medium having instructions stored which, when executed by the processor, result in operations comprising:
while receiving a media stream associated with a communication session between a calling party and a called party:
storing the media stream in a cache, to yield a cached copy; and
analyzing the media stream to yield a context and a business assessment value, the business assessment value comparing the context to business rules associated with a service platform providing the communication session; and
when the processor determines the business assessment value reaches a threshold, bridging a new party into the communication session and transferring a portion of the cached copy to a long-term storage, wherein the portion of the cached copy comprises less than a full version of the communication session, the portion of the cached copy being chosen based on the business rules.
9. The system of claim 8 , the computer-readable storage medium having additional instructions stored which, when executed by the processor, result in operations comprising:
when the communication session ends without the business assessment value reaching the threshold, deleting the cached copy.
10. The system of claim 8 , the media stream comprising audio and video content.
11. The system of claim 8 , wherein the analyzing of the media stream further comprises:
flagging an event in the cached copy when a specific rule in the business rules is met, to yield a flagged segment; and
transferring the flagged segment of the cached copy to the long-term storage.
12. The system of claim 11 , wherein the flagged segment has a priority in the long-term storage for later retrieval.
13. The system of claim 8 , wherein the media stream comprises an audio-only content stream.
14. The system of claim 8 , wherein analyzing the media stream further comprises utilizing language model dependent speech recognition to identify phrases associated with the context.
15. A computer-readable storage device having instructions stored which, when executed by computing device, result in operations comprising:
while receiving a media stream associated with a communication session between a calling party and a called party:
storing the media stream in a cache, to yield a cached copy; and
analyzing the media stream to yield a context and a business assessment value, the business assessment value comparing the context to business rules associated with a service platform providing the communication session; and
when the processor determines the business assessment value reaches a threshold, bridging a new party into the communication session and transferring a portion of the cached copy to a long-term storage, wherein the portion of the cached copy comprises less than a full version of the communication session, the portion of the cached copy being chosen based on the business rules.
16. The computer-readable storage device of claim 15 , having additional instructions stored which, when executed by the processor, result in operations comprising:
when the communication session ends without the business assessment value reaching the threshold, deleting the cached copy.
17. The computer-readable storage device of claim 15 , the media stream comprising audio and video content.
18. The computer-readable storage device of claim 15 , wherein the analyzing of the media stream further comprises:
flagging an event in the cached copy when a specific rule in the business rules is met, to yield a flagged segment; and
transferring the flagged segment of the cached copy to the long-term storage.
19. The computer-readable storage device of claim 18 , wherein the flagged segment has a priority in the long-term storage for later retrieval.
20. The computer-readable storage device of claim 15 , wherein the media stream comprises an audio-only content stream.