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:
storing a media stream in a cache, the media stream being associated with a communication session, to yield a cached copy; and
analyzing, via a processor, the media stream to yield a business assessment value, the business assessment value based at least in part on a parameter associated with a service platform providing the communication session; and
when the processor determines that the business assessment value has reached 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.
2. The method of claim 1 , wherein the portion of the cached copy is chosen based on the parameter.
3. The method of claim 1 , wherein the parameter comprises one or more business rules.
4. The method of claim 1 , further comprising:
when the communication session ends without the business assessment value reaching the threshold, deleting the cached copy.
5. The method of claim 1 , wherein the media stream comprises audio content and video content.
6. 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 parameter is met, to yield a flagged segment; and
transferring the flagged segment of the cached copy to the long-term storage.
7. The method of claim 6 , wherein the flagged segment has a priority in the long-term storage for later retrieval.
8. The method of claim 1 , wherein analyzing the media stream further comprises utilizing language model dependent speech recognition to identify phrases.
9. A system comprising:
a processor; and
a computer-readable storage medium having instructions stored which, when executed by the processor, cause the processor to perform operations comprising:
while receiving a media stream associated with a communication session between a calling party and a called party:
storing a media stream in a cache, the media stream being associated with a communication session, to yield a cached copy; and
analyzing, via a processor, the media stream to yield a business assessment value, the business assessment value based at least in part on a parameter associated with a service platform providing the communication session; and
when the processor determines that the business assessment value has reached 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.
10. The system of claim 9 , wherein the portion of the cached copy is chosen based on the parameter.
11. The system of claim 9 , wherein the parameter comprises one or more business rules.
12. The system of claim 9 , wherein the computer-readable storage medium stores additional instructions stored which, when executed by the processor, cause the processor to perform operations further comprising:
when the communication session ends without the business assessment value reaching the threshold, deleting the cached copy.
13. The system of claim 9 , wherein the media stream comprises audio content and video content.
14. The system of claim 9 , wherein the analyzing of the media stream further comprises:
flagging an event in the cached copy when a specific rule in the parameter is met, to yield a flagged segment; and
transferring the flagged segment of the cached copy to the long-term storage.
15. The system of claim 14 , wherein the flagged segment has a priority in the long-term storage for later retrieval.
16. The system of claim 9 , wherein analyzing the media stream further comprises utilizing language model dependent speech recognition to identify phrases.
17. A computer-readable storage device having instructions stored which, when executed by a processor, cause the processor to perform operations comprising:
storing a media stream in a cache, the media stream being associated with a communication session, to yield a cached copy; and
analyzing, via a processor, the media stream to yield a business assessment value, the business assessment value based at least in part on a parameter associated with a service platform providing the communication session; and
when the processor determines that the business assessment value has reached 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.
18. The computer-readable storage device of claim 17 , wherein the portion of the cached copy is chosen based on the parameter.
19. The computer-readable storage device of claim 17 , wherein the parameter comprises one or more business rules.
20. The computer-readable storage device of claim 17 , wherein the computer-readable storage device stores additional instructions which, when executed by the processor, cause the processor to perform further operations comprising:
when the communication session ends without the business assessment value reaching the threshold, deleting the cached copy.