IP Library › Granted Patent US 12,375,604
Granted Patent B2
US 12,375,604 · App. 17/881,543 · Granted Jul 29, 2025

Systems and methods of communication segments

Inventors: Michael C. Dwyer (Fort Myers, FL); Erik A. Strand (Fort Myers, FL); Scott R. Wolf (Fort Myers, FL); Frank Salinas (Fort Myers, FL); Jeffrey A. Gallino (Lexington, MA); Scott A. Kendrick (Fort Myers, FL); Shaoyu Xue (Valrico, FL)
Assignee: CallMiner, Inc.
H04M3/5175G06F21/6254G06F40/279G06F40/30G10L15/02G10L15/1815G10L15/26G10L15/30G10L25/72H04M3/42221H04M3/5191G10L2015/088H04M2203/301H04M2203/303H04M2203/401H04M2203/551H04M2203/6009
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Quick Facts
Patent No.
US 12,375,604
App. No.
17/881,543
Granted
Jul 29, 2025
Kind
B2
Abstract

Systems and methods include processing communication segments. A method may include obtaining at least one audio segment of an audio communication and distributing the at least one audio segment to a rules engine, analyzing, with the rules engine, the at least one audio segment for at least one acoustic trigger, determining at least one event that is triggered based on comparing the at least one acoustic trigger to one or more trigger rules, and communicating the at least one event to at least one end user through a web server.

Claims (54)

1. A method, comprising:

obtaining at least one audio segment of an audio communication and distributing the at least one audio segment to a rules engine;

analyzing, with the rules engine, the at least one audio segment for at least one acoustic trigger;

determining at least one event that is triggered based on comparing the at least one acoustic trigger to one or more trigger rules,

the at least one event including redacting information in the at least one audio segment to produce a redacted at least one audio segment, wherein the information is sensitive information,

wherein the one or more trigger rules comprises

identifying the sensitive information including numbers within a specified number of words following a keyword or phrase,

wherein the least one event includes a redaction of the identified numbers to produce the redacted at least one audio segment; and

outputting the redacted at least one audio segment.

2. The method of claim 1 , wherein the at least one event includes at least one of an acoustic alert, a conversational alert, or a call flow alert.

3. The method of claim 1 , wherein the at least one audio segment comprises at least one sentence level event.

4. The method of claim 1 , wherein the one or more trigger rules comprises finding the sensitive information including two or more numbers in sequence and the at least one event includes triggering a redaction of the two or more numbers.

5. The method of claim 1 , wherein the one or more trigger rules comprises identifying the sensitive information including numbers separated by less than the specified number of words.

6. The method of claim 1 , wherein the one or more trigger rules comprises identifying a presence of an introductory phrase and the at least one event includes a redaction of the sensitive information including words following the introductory phrase.

7. The method of claim 1 , wherein the one or more trigger rules comprises a specific compliance rule, wherein the specific compliance rule relates to a presence or an absence of specific compliance-related language and the at least one event includes an alert regarding the presence or the absence.

8. The method of claim 1 , wherein the one or more trigger rules comprises a detection of specific language and the at least one event includes delivery of content related to the specific language.

9. The method of claim 8 , wherein the content is delivered through an informational fly-out or pop-up.

10. The method of claim 9 , wherein the content comprises at least one of up-sell suggestions, next-best-action guidance, product information, feature information, companion product suggestions, procedural scripts, links to knowledge databases, data related to a user's account, a reminder that a required disclosure has not been made, a cross-sell/up-sell trend analysis, a tone, or a performance statistic.

11. The method of claim 1 , further comprising:

communicating the at least one event to at least one end user through a web server.

12. The method of claim 11 , wherein the at least one end user is at least one of an agent, a quality monitor, a supervisor, or an executive.

13. The method of claim 1 , wherein the redacting the information to produce the redacted at least one audio segment includes at least one of:

removing the sensitive information from the at least one audio segment;

replacing the sensitive information in the at least one audio segment with silence; or

adding additional audible noise to the sensitive information in the least one audio segment.

14. The method of claim 1 , further comprising:

outputting a redacted at least one text segment corresponding to the redacted at least one audio segment; and

storing the redacted at least one text segment and the redacted at least one audio segment in a common searchable database.

15. The method of claim 1 , further comprising:

determining that a participant is not on a list of approved recipients, wherein the at least one audio segment is from a telephone call and the participant is on the telephone call; and

the outputting the redacted at least one audio segment includes outputting the redacted at least one audio segment to the participant of the telephone call based on determining that the participant is not on the list of approved recipients.

16. The method of claim 15 , further comprising:

determining that another participant of the telephone call is on the list of approved recipients; and

outputting the least one audio segment to the another participant based on determining that the another participant is on the approved list of recipients.

17. The method of claim 1 , wherein the redacting the information in the at least one audio segment to produce the redacted at least one audio segment includes:

iteratively redacting the information by:

redacting the information in the at least one audio segment to produce a preliminary redacted at least one audio segment; and

further redacting the preliminary redacted at least one audio segment by identifying further numbers within a specified further number of words from the redacted information in the preliminary redacted at least one audio segment and redacting the identified further numbers to produce the redacted at least one audio segment.

18. A system, comprising:

a recording device that generates at least one audio segment of an audio communication and distributes the at least one audio segment to a rules engine;

a rules engine that analyzes the at least one audio segment for at least one acoustic trigger and determines at least one event that is triggered based on comparing the at least one acoustic trigger to one or more trigger rules,

the at least one event including a redaction device redacting information in the at least one audio segment to produce a redacted at least one audio segment, wherein the information is sensitive information,

wherein the one or more trigger rules comprises:

identifying the sensitive information including numbers within a specified number of words following a keyword or phrase,

wherein the at least one event includes a redaction of the identified numbers to produce the redacted at least one audio segment; and

the redaction device outputting the redacted at least one audio segment.

19. The system of claim 18 , wherein the at least one event includes at least one of an acoustic alert, a conversational alert, or a call flow alert.

20. The system of claim 18 , wherein the one or more trigger rules comprises finding the sensitive information including two or more numbers in sequence and the at least one event includes triggering a redaction of the two or more numbers found.

21. The system of claim 18 , wherein the one or more trigger rules comprises identifying the sensitive information including numbers separated by less than the specified number of words.

22. The system of claim 18 , wherein the one or more trigger rules comprises identifying a presence of an introductory phrase and the at least one event includes a redaction of the sensitive information including words following the introductory phrase.

23. The system of claim 18 , wherein the one or more trigger rules comprises a specific compliance rule, wherein the specific compliance rule relates to a presence or an absence of specific compliance-related language and the at least one event includes an alert regarding the presence or the absence.

24. The system of claim 18 , wherein the one or more trigger rules comprises a detection of specific language and the at least one event includes delivery of content related to the specific language.

25. The system of claim 18 , further comprising:

a web server that receives the at least one event for presentation to at least one end user in an event feed.

Assignments (1)
ASSIGNMENT OF ASSIGNOR'S INTEREST Recorded Apr 17, 2023
From: DWYER, MICHAEL C; STRAND, ERIK A; WOLF, SCOTT R; SALINAS, FRANK; GALLINO, JEFFREY A; KENDRICK, SCOTT A; XUE, SHAOYU
To: CALLMINER, INC.
Reel/Frame 063341/0580 →
Continuity (8)
Continuation 17683983 · Mar 1, 2022
Continuation 17135354 · Dec 28, 2020
Continuation 16386499 · Apr 17, 2019
Continuation 15194742 · Jun 28, 2016
Continuation 14592510 · Jan 8, 2015
Provisional Application 62005857 · May 30, 2014
Provisional Application 61924909 · Jan 8, 2014
Related Publication 20220377175A1 · Nov 24, 2022
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