REAL-TIME APPLICATION OF INTERACTION ANLYTICS

A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata inform...

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Bibliographische Detailangaben
Hauptverfasser:	TZFONI ZOHAR, REVIVO AVI, LAPERDON RONEN, LEWKOWICZ OREN, EPHRAT RONIT, SHAPIRA DORI, PEREG OREN, PORTMAN LEON, WASSERBLAT MOSHE, LIBERMAN HADAS, ESHKOL KEREN, GAZIT OMER
Format:	Patent
Sprache:	eng
Schlagworte:	ACOUSTICS CALCULATING COMPUTING COUNTING ELECTRIC DIGITAL DATA PROCESSING MUSICAL INSTRUMENTS PHYSICS SPEECH ANALYSIS OR SYNTHESIS SPEECH OR AUDIO CODING OR DECODING SPEECH OR VOICE PROCESSING SPEECH RECOGNITION
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Beschreibung
Zusammenfassung:	A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category.