AUTOMATED WORKFLOW TRIGGERING USING REAL-TIME SPEECH ANALYTICS

1 . A system for automatic workflow triggering using real-time speech analytics, comprising:

an analytics server comprising a memory and a processor and a plurality of programming instructions stored in the memory and operating on the processor, the programming instructions, when executed by the processor, cause the processor to:

receive at least a plurality of interaction-specific information from a plurality of contact center systems, wherein the interaction-specific information comprises at least a plurality of speech-based audio data based at least in part on an interaction that is currently being handled by at least a portion of the plurality of contact center systems, and

analyze at least a portion of the plurality of interaction-specific information, the analyzed portion comprising at least the speech-based audio data based on the interaction that is currently being handled; and

provide at least a portion of results of the analysis to a workflow triggering server; and

wherein the workflow triggering server comprises a memory and a processor and a plurality of programming instructions stored in the memory of the workflow triggering server and operating on the processor of the workflow triggering server, the programming instructions of the workflow triggering server, when executed by the processor of the workflow triggering server, cause the processor of the workflow triggering server to:

receive at least a plurality of results of the analysis from the analytics server,

produce a plurality of workflow events based at least in part on at least a portion of the results of the analysis,

direct the operation of a plurality of external systems via a network, the operation comprising at least the execution of a portion of the plurality of workflow events;

receive information from a plurality of data sources, the information being based at least in part on the execution of at least a portion of the plurality of workflow events by at least a portion of the plurality of external systems; and

produce a report comprising at least a portion of the received information.

2 . The system of claim 1 , wherein the workflow triggering server receives at least a plurality of workflow-related information from a plurality of connected data sources, the information being based at least in part on at least a portion of the plurality of workflow events.

3 . The system of claim 1 , wherein the analytics server is configured to perform speech analysis on at least a portion of the plurality of speech-based audio data.

4 . A method for automatic workflow triggering using real-time speech analytics, comprising the steps of:

receiving, at an analytics server comprising a memory and a processor and a plurality of programming instructions stored in the memory and operating on the processor, the programming instructions, when executed by the processor, cause the processor to receive at least a plurality of interaction-specific information from a plurality of contact center systems, wherein the interaction-specific information comprises at least a plurality of speech-based audio data based at least in part on an interaction that is currently being handled by at least a portion of the plurality of contact center systems, and analyze at least a portion of the plurality of interaction-specific information, and provide at least a portion of the results of the analysis to a workflow triggering server, a plurality of interaction-specific information;

analyzing at least a portion of the interaction-specific information, the analyzed portion comprising at least the speech-based audio data based on the interaction that is currently being handled;

producing, using the workflow triggering server comprising a memory and a processor and a plurality of programming instructions stored in the memory of the workflow triggering server and operating on the processor of the workflow triggering server, the programming instructions of the workflow triggering server, when executed by the processor of the workflow triggering server, cause the processor of the workflow triggering server to receive at least a plurality of results of the analysis from the analytics server, and produce a plurality of workflow events based at least in part on at least a portion of the results of the analysis, and provide at least a portion of the plurality of workflow events for use by system components or human users communicating via a network, a plurality of workflow events based at least in part on the results of the analysis;

optionally sending at least a portion of the plurality of workflow events to a plurality of external systems for use in workflow processing;

optionally sending at least a portion of the plurality of workflow events to a plurality of human agents for use in workflow handling;

collecting a plurality of information from a plurality of data sources, the information being based at least in part on the execution of at least a portion of the plurality of workflow events;

producing a workflow report based at least in part on at least a portion of the received information; and

providing at least a portion of the workflow report for review by a human user.