Showing papers by "NICE Systems published in 2010"

Method and apparatus for detection of sentiment in automated transcriptions

Abstract: A method for automatically detecting sentiments in an audio signal of an interaction held in a call center, including, receiving the audio signal from a logging and capturing unit. Performing audio analysis on the audio signal to obtain text spoken within the interaction. Segmenting the text into context units according to acoustic information acquired from the audio signal to identify units of speech bound by non-speech segments, wherein each context unit includes one or more words. Extracting a sentiment candidate context unit from the context units using a phonetic based search. Extracting linguistic features from the text of the sentiment candidate context unit and acoustic features from a segment of the audio signal associated with the sentiment candidate context unit. Determining in accordance with the linguistic features and acoustic features whether the sentiment candidate context unit is valid or erroneous, and determining sentiment polarity and intensity.

Methods and apparatus for real-time interaction analysis in call centers

Abstract: A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature The method and system may also use features extracted from earlier segments within the interaction The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof

Real-time application of interaction anlytics

Abstract: 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.

Method for speaker source classification

Abstract: A method for classifying a pair of audio signals into an agent audio signal and a customer audio signal. One embodiment relates to unsupervised training, in which the training corpus comprises a multiplicity of audio signal pairs, wherein each pair comprises an agent signal and a customer signal, and wherein it is unknown for each signal if it is by the agent or by the customer. Training is based on the agent signals being more similar to one another than the customer signals. An agent cluster and a customer cluster are determined. The input signals are associated with the agent or the customer according to the higher score combination of the input signals and the clusters. Another embodiment relates to supervised training, wherein an agent model is generated, and the input signal that yields higher score against the model is the agent signal, while the other is the customer signal.

Method and system for secure data collection and distribution

Abstract: A data provider generates a data encryption key and an identifier, uses the data encryption key to encrypt data, sends the encrypted data and the identifier to a data requestor, and sends the data encryption key and the identifier to a crypto information server The data requestor sends the identifier to the crypto information server to request the encryption key The crypto information server authenticates the data requestor and, contingent on that authentication, sends the data encryption key to the data requestor If a plurality of data instances are captured, then for each instance, a respective data encryption key and identifier are generated

Method and apparatus for large vocabulary continuous speech recognition

Abstract: A method and apparatus combining the advantages of phonetic search such as the rapid implementation and deployment and medium accuracy, with the advantages of speech to text, including providing the full text of the audio and rapid search. The method and apparatus comprise steps or components for receiving the audio signal captured in the call center environment; extracting a multiplicity of feature vectors from the audio signal; creating a phoneme lattice from the multiplicity of feature vectors, the phoneme lattice comprising one or more allophone, each allophone comprising two or more phonemes; creating a hybrid phoneme-word lattice from the phoneme lattice; and extracting the word by analyzing the hybrid phoneme-word lattice.

Method and apparatus for large vocabulary continuous speech recognition using a hybrid phoneme-word lattice

Abstract: A method and apparatus combining the advantages of phonetic search such as the rapid implementation and deployment and medium accuracy, comprising steps and components for receiving the audio signal captured in the call center environment, extracting a multiplicity of feature vectors from the audio signal, creating a phoneme lattice from the multiplicity of feature vectors wherein the phoneme lattice comprising one or more allophone and each allophone comprising two or more phonemes, creating a hybrid phoneme-word lattice from the phoneme lattice and extracting the word by analyzing the hybrid phoneme-Word lattice.

Fast speaker hunting in lawful interception systems

Abstract: A method for spotting an interaction in which a target speaker associated with a current index or current interaction speaks, the method comprising: receiving an interaction and an index associated with the interaction, the index associated with additional data; receiving the current interaction or current index associated with the target speaker; obtaining current data associated with the current interaction or current index; filtering the index using the additional data, in accordance with the current data associated with the current interaction or current index, and obtaining a matching index; and comparing the current index or a representation of the current interaction with the matching index to obtain a target speaker index.

System and method for enhancing compression using skip macro block on a compressed video

Abstract: A method, apparatus, and computer readable medium for skip macro block compression of a compressed video. The method includes, for at least one INTER frame, saving a set of macro blocks including at least one of a macro block having a motion vector greater than a predetermined motion vector threshold, a macro block having positional correspondence to at least one macro block having a motion vector, a macro block having a size greater than a predetermined macro block size threshold, and a macro block having positional correspondence to a second macro block in a previous group of pictures, the second macro block having a motion vector. The method deletes and marks as skipped one or more remaining macro blocks, and merges the set in an order to create a compressed frame including a skipped macro block. The processor implements the method, and the computer readable medium contains processor instructions.

Method and system for for reconstructing a session by integrating metadata and data of a session

Abstract: A system and method for reconstructing a session. A method may include receiving audio and metadata packets related to a session. Audio data may be recorded and metadata information may be extracted from the metadata packets and stored in association with the audio data. A session may be reconstructed by simultaneously replaying the audio data and presenting a visual representation of the metadata.