Automatic contextual media recording and processing utilizing speech analytics
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:
receiving, via a processor, a media stream associated with a communication session;
analyzing, via the processor, the media stream to determine if at least one portion of the media stream has a value that is greater than a threshold, to yield a determination;
storing the media stream in a cache, to yield a cached copy; and
when the determination indicates that the value has reached the threshold, bridging a new party into the communication session and transferring a portion of the cached copy to a long-term storage.
2. The method of claim 1 , wherein the value relates to a business rule.
3. The method of claim 1 , wherein the value is associated with one or more of a key word or phrase used in the media stream, a ranking of the media stream, a routing criteria for processing the communication session, a product part associated with the media stream, a component associated with the media stream, and a business topic discussed in the media stream.
4. The method of claim 1 ,
wherein the portion of the cached copy comprises less than a full version of the communication session.
5. The method of claim 4 , wherein the portion of the cached copy is chosen based on the value.
6. The method of claim 1 , further comprising:
when the communication session ends without the value reaching the threshold, deleting the cached copy of the media stream.
7. The method of claim 1 , wherein the media stream comprises audio content and video content.
8. The method of claim 1 , wherein the analyzing of the media stream further comprises:
flagging an event in the cached copy of the media stream when the value is met, to yield a flagged segment; and
transferring the flagged segment of the cached copy to the long-term storage.
9. The method of claim 8 , wherein the flagged segment has a priority in the long-term storage for later retrieval.
10. The method of claim 1 , wherein analyzing the media stream further comprises utilizing language model dependent speech recognition to identify words or phrases.
11. 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:
receiving a media stream associated with a communication session;
analyzing the media stream to determine if at least one portion of the media stream has a value that is greater than a threshold, to yield a determination;
storing the media stream in a cache, to yield a cached copy; and
when the determination indicates that the value has reached the threshold, bridging a new party into the communication session and transferring a portion of the cached copy to a long-term storage.
12. The system of claim 11 , wherein the value relates to a business rule.
13. The system of claim 11 , wherein the value is associated with one or more of a key word or phrase used in the media stream, a ranking of the media stream, a routing criteria for processing the communication session, a product part associated with the media stream, a component associated with the media stream, and a business topic discussed in the media stream.
14. The system of claim 11 ,
wherein the portion of the cached copy comprises less than a full version of the communication session.
15. The system of claim 14 , wherein the portion of the cached copy is chosen based on the value.
16. The system of claim 11 , wherein the computer-readable storage medium stores additional instructions which, when executed by the processor, cause the processor to perform operations further comprising:
when the communication session ends without the value reaching the threshold, deleting the cached copy of the media stream.
17. The system of claim 11 , wherein the media stream comprises audio content and video content.
18. The system of claim 11 , wherein the analyzing of the media stream further comprises:
flagging an event in the cached copy of the media stream when the value is met, to yield a flagged segment; and
transferring the flagged segment of the cached copy to the long-term storage.
19. The system of claim 18 , wherein the flagged segment has a priority in the long-term storage for later retrieval.
20. The system of claim 11 , wherein analyzing the media stream further comprises utilizing language model dependent speech recognition to identify words or phrases.