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 conference call and storing the portion of the conference call in memory. The method may also include processing the portion of the conference call to identify at least one segment of interest and adding the at least one segment of interest to an existing work order associated with a third party application. The method may further provide forwarding the at least one segment of interest to a third party computing device.
1. A method comprising:
processing a portion of a conference call to identify at least one segment of interest;
creating at least one tag linking the at least one segment of interest to a third party application, wherein the at least one tag comprises at least one publication message format that identifies a published version of audio associated with the segment of interest;
adding the at least one segment of interest to an existing work order associated with the third party application, wherein the existing work order is a known customer complaint ticket that includes at least one description identifying the customer complaint; and
forwarding the at least one segment of interest identified by the at least one tag to a third party computing device.
2. The method of claim 1 , further comprising storing the portion of the conference call in memory.
3. The method of claim 1 , further comprising matching at least one word included in the segment of interest to at least one word used to identify the known customer complaint.
4. The method of claim 3 , wherein the at least one word use to identify the known customer complaint is included in a summary field of the known customer complaint.
5. The method of claim 1 , wherein the forwarding the at least one segment of interest to the third party computing device comprises transferring an update message to a technician's computing device that includes at least a portion of the segment of interest.
6. The method of claim 1 , wherein the segment of interest is based on one or more keywords spoken during the conference call.
7. The method of claim 1 , wherein the segment of interest is based on at least one of a first portion of the conference call and a last portion of the conference call both the first portion of the conference call and the last portion of the conference call being sub-portions of the portion of the conference call.
8. An apparatus comprising:
a processor configured to
process a portion of a conference call to identify at least one segment of interest,
create at least one tag linking the at least one segment of interest to a third party application, wherein the at least one tag comprises at least one publication message format that identifies a published version of audio associated with the segment of interest,
add the at least one segment of interest to an existing work order associated with the third party application, wherein the existing work order is a known customer complaint ticket that includes at least one description identifying the customer complaint; and
a transmitter configured to transmit the at least one segment of interest identified by the at least one tag to a third party computing device.
9. The apparatus of claim 8 comprising a memory configured to store at least the portion of the conference call.
10. The apparatus of claim 8 , wherein the processor is further configured to match at least one word included in the segment of interest to at least one word used to identify the known customer complaint.
11. The apparatus of claim 10 , wherein the at least one word use to identify the known customer complaint is included in a summary field of the known customer complaint.
12. The apparatus of claim 8 , wherein the transmitter transmits the at least one segment of interest to the third party computing device to include an update message transmitted to the computing device that includes at least a portion of the segment of interest.
13. The apparatus of claim 8 , wherein the segment of interest is based on one or more keywords spoken during the conference call.
14. The apparatus of claim 8 , wherein the segment of interest is based on at least one of a first portion of the conference call and a last portion of the conference call both the first portion of the conference call and the last portion of the conference call being sub-portions of the portion of the conference call.
15. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
processing a portion of a conference call to identify at least one segment of interest;
creating at least one tag linking the at least one segment of interest to a third party application, wherein the at least one tag comprises at least one publication message format that identifies a published version of audio associated with the segment of interest;
adding the at least one segment of interest to an existing work order associated with the third party application, wherein the existing work order is a known customer complaint ticket that includes at least one description identifying the customer complaint; and
forwarding the at least one segment of interest identified by the at least one tag to a third party computing device.
16. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform storing the portion of the conference call in memory.
17. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:
matching at least one word included in the segment of interest to at least one word used to identify the known customer complaint.
18. The non-transitory computer readable storage medium of claim 17 , wherein the at least one word use to identify the known customer complaint is included in a summary field of the known customer complaint.
19. The non-transitory computer readable storage medium of claim 15 , wherein the forwarding the at least one segment of interest to the third party computing device comprises transferring an update message to a technician's computing device that includes at least a portion of the segment of interest.
20. The non-transitory computer readable storage medium of claim 15 , wherein the segment of interest is based on one or more keywords spoken during the conference call, and wherein the segment of interest is based on at least one of a first portion of the conference call and a last portion of the conference call both the first portion of the conference call and the last portion of the conference call being sub-portions of the portion of the conference call.