Augmenting call progress analysis with real-time speech analytics
View Patent ↗Various embodiments of the invention provide methods, systems, and computer program products for determining whether a call has reached a live party or a machine. Specifically, a call handler that is handling the call analyzes a cadence of the audio of the call while a speech analytics system analyzes the audio of the call to detect one or more keywords over a call leg established between the call handler and speech analytics system. Accordingly, in particular embodiments, the call handler may make a first determination that the call has reached a live party or a machine based on the cadence of the audio and may make a second determination that the call has reached a live party or a machine based on an event received from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call.
1. A method for determining whether a call has reached a live party or a machine, comprising the steps of:
analyzing a cadence of audio of the call by a call handler that is handling the call;
establishing a call leg from the call handler to a speech analytics system;
while analyzing the cadence of the audio, analyzing the audio of the call by the speech analytics system over the call leg to detect one or more keywords;
making a first determination that the call has reached the live party or the machine by the call handler based on the cadence of the audio;
receiving an event at the call handler from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call;
upon receiving the event, making a second determination that the call has reached the live party or the machine by the call handler based on the particular keyword detected in the audio of the call; and
connecting the call with a second live party by the call handler so that the second live party can converse with the live party reached on the call in response to the first and second determinations indicating the call has reached the live party.
2. The method of claim 1 further comprising the step of, in response to the first and second determinations indicating the call has reached the machine, determining by the call handler that the call has reached an auto attendant, has reached a voice mail, or has been placed on hold based on at least one additional event received from the speech analytics system.
3. The method of claim 1 further comprising the step of providing information to a workstation being used by the second live party in response to connecting the call with the second party, wherein the information is useful in fielding the call with the live party.
4. The method of claim 3 , wherein the information is retrieved from a customer relationship management system.
5. The method of claim 1 further comprising the step of connecting the call with the second live party by the call handler in response to the first determination indicating the call has reached the machine and the second determination indicating the call has reached the live party.
6. The method of claim 1 further comprising the step of having a message played over the call in response to the first determination indicating the call has reached the machine and the second determination indicating the call has reached the live party.
7. The method of claim 1 further comprising the step of having a message played over the call in response to the first determination indicating the call has reached the live party and the second determination indicating the call has reached the machine.
8. A non-transitory, computer-readable medium comprising computer-executable instructions for determining whether a call has reached a live party or a machine, that when executed, cause a call handler that is handling the call to:
analyze a cadence of audio of the call;
establish a call leg to a speech analytics system so that the speech analytics system can analyze the audio of the call over the call leg to detect one or more keywords;
make a first determination that the call has reached the live party or the machine based on the cadence of the audio;
receive an event from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call;
upon receiving the event, make a second determination that the call has reached the live party or the machine based on the particular keyword detected in the audio of the call; and
connect the call with a second live party so that the second live party can converse with the live party reached on the call in response to the first and second determinations indicating the call has reached the live party.
9. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions are configured to cause the call handler, in response to the first and second determinations indicating the call has reached the machine, to determine that the call has reached an auto attendant, has reached a voice mail, or has been placed on hold based on at least one additional event received from the speech analytics system.
10. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions are configured to cause the call handler to provide information useful in fielding the call to a workstation being used by the second live party in response to connecting the call with the second party.
11. The non-transitory, computer-readable medium of claim 10 , wherein the information is retrieved from a customer relationship management system.
12. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions are configured to cause the call handler to connect the call with the second live party in response to the first determination indicating the call has reached the machine and the second determination indicating the call has reached the live party.
13. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions are configured to cause the call handler to have a message played over the call in response to the first determination indicating the call has reached the machine and the second determination indicating the call has reached the live party.
14. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions are configured to cause the call handler to have a message played over the call in response to the first determination indicating the call has reached the live party and the second determination indicating the call has reached the machine.
15. A system for determining whether a call has reached a live party or a machine, comprising:
a call handler that is handling the call configured to:
analyze a cadence of audio of the call;
establish a call leg to a speech analytics system so that the speech analytics system can analyze the audio of the call over the call leg to detect one or more keywords;
make a first determination that the call has reached the live party or the machine based on the cadence of the audio;
receive an event from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call;
upon receiving the event, make a second determination that the call has reached the live party or the machine based on the particular keyword detected in the audio of the call; and
connect the call with a second live party so that the second live party can converse with the live party reached on the call in response to the first and second determinations indicating the call has reached the live party.
16. The system of claim 15 , wherein the call handler is configured, in response to the first and second determinations indicating the call has reached the machine, to determine that the call has reached an auto attendant, has reached a voice mail, or has been placed on hold based on at least one additional event received from the speech analytics system.
17. The system of claim 15 , wherein the call handler is configured to provide information useful in fielding the call to a workstation being used by the second live party in response to connecting the call with the second party.
18. The system of claim 17 , wherein the information is retrieved from a customer relationship management system.
19. The system of claim 15 , wherein the call handler configured to connect the call with the second live party in response to the first determination indicating the call has reached the machine and the second determination indicating the call has reached the live party.
20. The system of claim 15 , wherein the call handler is configured to have a message played over the call in response to the first determination indicating the call has reached the machine and the second determination indicating the call has reached the live party.
21. The system of claim 15 , wherein the call handler is configured to have a message played over the call in response to the first determination indicating the call has reached the live party and the second determination indicating the call has reached the machine.