Using real-time speech analytics to navigate a call that has reached a machine or service
Various embodiments of the invention provide methods, systems, and computer program products for using real-time speech analytics to navigate a call that has reached a machine or service. In various embodiments, a call leg is established from a call handler handling the call to a speech analytics system configured to analyze the call to detect keywords. As the speech analytics system monitors the call, the speech analytics system sends an event to the call handler upon detecting a keyword. In turn, the call handler carries out some action based on the event that is configured to advance the progress of the call. Accordingly, if the call handler determines a live party has been reached on the call as result of the action, the call handler connects the call with a second live party to converse with the live party reached on the call.
1. A method for advancing progress of a call connected to a machine to attempt to reach a live party, comprising the steps of:
establishing a call leg from a call handler handling the call to a speech analytics system configured to analyze audio of the call over the call leg to detect one or more keywords being spoken on the call;
receiving an event at the call handler from the speech analytics system as a result of the speech analytics system detecting a particular keyword being spoken in the audio of the call;
carrying out an action with respect to the call by call handler based on the event, the action configured to advance the progress of the call to further the attempt to reach the live party; and
upon carrying out the action:
determining by the call handler that the call has reached the live party; and
upon determining the call has reached the live party, 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.
2. The method of claim 1 , wherein the call leg is established from the call handler to the speech analytics system based on the call handler determining the call is connected to the machine.
3. The method of claim 2 further comprising determining by the call handler the call is connected to the machine by analyzing a cadence of the audio on the call.
4. The method of claim 1 , wherein the machine comprises an auto attendant system.
5. The method of claim 1 , wherein the event indicates to select a menu option to reach the live party and the action carried out by the call handler comprises sending at least one of a dual-tone multi-frequency signal and a sound over the audio of the call to select the menu option.
6. The method of claim 1 , wherein the event indicates to enter a telephone extension to reach the live party and the action carried out by the call handler comprises sending at least one of a plurality of dual-tone multi-frequency signals and a plurality of sounds over the audio of the call to enter the telephone extension.
7. The method of claim 1 further comprising the step of setting a timer wherein the call handler disconnects the call upon the call failing to reach the live party before an expiry of the timer.
8. A non-transitory, computer-readable medium comprising computer-executable instructions for advancing progress of a call connected to a machine to attempt to reach a live party, that when executed, cause a call handler to:
establish a call leg to a speech analytics system configured to analyze audio of the call over the call leg to detect one or more keywords being spoken on the call;
receive an event from the speech analytics system as a result of the speech analytics system detecting a particular keyword being spoken in the audio of the call;
carry out an action with respect to the call based on the event, the action configured to advance the progress of the call to further the attempt to reach the live party; and
upon carrying out the action:
determine the call has reached the live party; and
upon determining the call has reached the live party, connect the call with a second live party so that the second live party can converse with the live party reached on the call.
9. The non-transitory, computer-readable medium of claim 8 , wherein the call leg is established to the speech analytics system based on the computer-executable instructions causing the call hander to determine the call is connected to the machine.
10. The non-transitory, computer-readable medium of claim 9 , wherein the computer-executable instructions are configured to cause the call handler to determine the call is connected to the machine by analyzing a cadence of the audio on the call.
11. The non-transitory, computer-readable medium of claim 8 , wherein the machine comprises an auto attendant system.
12. The non-transitory, computer-readable medium of claim 8 , wherein the event indicates to select a menu option to reach the live party and the action carried out by the call handler comprises sending at least one of a dual-tone multi-frequency signal and a sound over the audio of the call to select the menu option.
13. The non-transitory, computer-readable medium of claim 8 , wherein the event indicates to enter a telephone extension to reach the live party and the action carried out by the call handler comprises sending at least one of a plurality of dual-tone multi-frequency signals and a plurality of sounds over the audio of the call to enter the telephone extension.
14. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions are configured to cause the call handler to set a timer so that the call handler disconnects the call upon the call failing to reach the live party before an expiry of the timer.
15. A system for advancing progress of a call connected to a machine to attempt to reach a live party, comprising:
a call handler configured to:
establish a call leg to a speech analytics component configured to analyze audio of the call over the call leg to detect one or more keywords being spoken on the call;
receive an event from the speech analytics component as a result of the speech analytics component detecting a particular keyword being spoken in the audio of the call;
carry out an action with respect to the call based on the event, the action configured to advance the progress of the call to further the attempt to reach the live party; and
upon carrying out the action:
determine the call has reached the live party; and
upon determining the call has reached the live party, connect the call with a second live party so that the second live party can converse with the live party reached on the call.
16. The system of claim 15 , wherein the call leg is established to the speech analytics component based on the call handler determining the call is connected to the machine.
17. The system of claim 16 , wherein the call handler is further configured to determine the call is connected to the machine by analyzing a cadence of the audio on the call.
18. The system of claim 15 , wherein the machine comprises an auto attendant system.
19. The system of claim 15 , wherein the event indicates to select a menu option to reach the live party and the action carried out by the call handler comprises sending at least one of a dual-tone multi-frequency signal and a sound over the audio of the call to select the menu option.
20. The system of claim 15 , wherein the event indicates to enter a telephone extension to reach the live party and the action carried out by the call handler comprises sending at least one of a plurality of dual-tone multi-frequency signals and a plurality of sounds over the audio of the call to enter the telephone extension.
21. The system of claim 15 , wherein the call handler is further configured to set a timer so that the call handler disconnects the outbound call upon the call failing to reach the live party before an expiry of the timer.