公开(公告)号：US20110307258A1

公开(公告)日：2011-12-15

申请号：US12815429

申请日：2010-06-15

申请人： Hadas Liberman ,  Keren Eshkol ,  Oren Lewkowicz ,  Omer Gazit ,  Zohar Tzfoni ,  Avi Revivo ,  Leon Portman ,  Ronit Ephrat ,  Oren Pereg ,  Ronen Laperdon ,  Dori Shapira ,  Moshe Wasserblat

发明人： Hadas Liberman ,  Keren Eshkol ,  Oren Lewkowicz ,  Omer Gazit ,  Zohar Tzfoni ,  Avi Revivo ,  Leon Portman ,  Ronit Ephrat ,  Oren Pereg ,  Ronen Laperdon ,  Dori Shapira ,  Moshe Wasserblat

IPC分类号： G10L15/04 ,  G06F15/00

CPC分类号： G10L15/26 ,  G10L2015/088

摘要： 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.

摘要翻译： 一种用于提供与与联络中心相关联的交互的实时协助的方法和装置，包括步骤或组件，用于：接收由与组织相关联的捕获设备捕获的交互的音频信号的至少一部分，以及元数据 与交互相关的信息; 执行音频信号的至少部分的音频分析，同时交互作用仍在进行中以获得音频信息; 对所述元数据信息和所述音频信息的至少一部分进行分类，以确定与所述交互相关联的类别，同时所述交互仍在进行中以获得音频信息; 并采取与该类别相关的行动。