{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-9854097","patent":{"patent_number":"US-9854097","title":"Configuring contact center components for real time speech analytics","assignee":null,"inventors":[],"filing_date":"2017-06-08T00:00:00.000Z","publication_date":"2017-12-26T00:00:00.000Z","cpc_codes":["H04M","H04M","H04M","H04M","H04M","H04M","H04M"],"num_claims":20,"abstract":"Configuration parameters are defined for indicating when and how a call handled by a call handler is to be streamed to a speech analytics system (“SAS”). The parameters may indicate when a call is to be streamed by identifying certain campaigns which calls associated therewith are to be streamed to the SAS. The parameters may also identify how the streaming is to occur, namely via a single audio stream, a mixed audio stream, or dual audio streams. When using dual audio streams, a stream for the agent audio is established separately from a stream for the remote party audio. In addition, procedures are indicated for determining whether sufficient number of licenses are available for interfacing with the SAS. The number of licenses used for a call depends on whether the configuration parameters indicate one or two streams are to be established."},"analysis":{"summary":"The Configuring Contact Center Components for Real Time Speech Analytics patent introduces a system for configuring call center components to enable real-time speech analytics. The core innovation is the ability to define parameters that dictate when and how call data is streamed to a speech analytics system (SAS). This allows for targeted analysis of specific campaigns or customer segments. The problem being solved is the lag time associated with traditional speech analytics systems, which analyze call recordings after the fact. This delay limits the ability to proactively address customer issues and improve agent performance. The key technical approach involves defining configuration parameters that specify which calls should be streamed to the SAS and how the streaming should occur (single, mixed, or dual audio streams). The system also includes procedures for determining whether sufficient licenses are available for interfacing with the SAS. The business value lies in the ability to improve agent performance, enhance customer satisfaction, and optimize call center operations. By providing real-time insights, the system enables immediate intervention and targeted coaching. The market opportunity is significant, as call centers are increasingly seeking ways to leverage data-driven insights to improve their bottom line. This patent provides a practical and scalable solution for implementing real-time speech analytics in call centers of all sizes. The real-time streaming capabilities significantly improve the accuracy and speed of insights, leading to more effective decision-making and improved customer outcomes. The ability to prioritize calls for analysis based on campaign association further enhances the value of the system, allowing organizations to focus their resources on the most critical interactions. The dual audio stream approach, which separates the agent's audio from the remote party's audio, is particularly valuable as it allows for granular analysis of both sides of the conversation. This capability is crucial for identifying agent performance issues, understanding customer sentiment, and uncovering valuable insights into customer needs and preferences. The Configuring Contact Center Components for Real Time Speech Analytics patent is a game-changer for the call center industry, enabling organizations to unlock the full potential of speech analytics and deliver superior customer experiences.","layman_explanation":"The Configuring Contact Center Components for Real Time Speech Analytics patent addresses the challenge of improving performance and customer experience in call centers by leveraging real-time analysis of conversations. Instead of relying on delayed analysis of recorded calls, this technology enables immediate insights into what's being said and how customers are reacting. \n\n**What Problem Does This Solve?**\nCall centers often struggle with inconsistent service quality and difficulty identifying areas where agents need improvement. Traditional methods of monitoring calls and providing feedback are time-consuming and reactive, meaning problems are addressed after they've already impacted customers. This results in missed opportunities to improve agent performance, enhance customer satisfaction, and prevent negative experiences. Existing solutions often lack the ability to provide real-time feedback and guidance to agents, hindering their ability to adapt to changing customer needs and resolve issues effectively.\n\n**How Does It Work?**\nThis technology works by configuring call center systems to stream audio data from calls to a speech analytics system in real-time. Think of it like a live translator listening to a conversation and providing immediate feedback. The system can be configured to analyze all calls or only specific types of calls, such as those related to a particular marketing campaign. The audio streams can be analyzed in different ways, such as a single stream for the entire conversation or separate streams for the agent and the customer. This allows for a more detailed analysis of each participant's contributions to the conversation. The system also manages the number of available licenses for speech analytics, ensuring that resources are used efficiently. The key is providing information while the call is happening, allowing managers to provide immediate feedback and coaching.\n\n**Why Does This Matter?**\nThis innovation has the potential to transform call center operations by enabling real-time improvements in agent performance and customer satisfaction. By providing immediate feedback and guidance, agents can learn and adapt more quickly, leading to better customer outcomes. The technology can also help identify emerging trends and issues, allowing call centers to proactively address potential problems. This can lead to increased customer loyalty, reduced churn, and improved brand reputation. The market impact is significant, as call centers are a critical touchpoint for many businesses. Improving the customer experience in call centers can have a direct impact on revenue and profitability. This technology offers a competitive advantage for companies that are looking to differentiate themselves through superior customer service.\n\n**What's Next?**\nThe future applications of this technology include integration with other AI-powered tools, such as chatbots and virtual assistants. This could enable a seamless transition between different channels of communication, providing customers with a consistent and personalized experience. The market adoption timeline is likely to be driven by the increasing demand for data-driven insights in customer service. Companies that are early adopters of this technology will be well-positioned to gain a competitive advantage. The investment implications are positive, as this technology has the potential to generate significant returns for companies that are able to successfully implement and leverage it.","technical_analysis":"The Configuring Contact Center Components for Real Time Speech Analytics patent details a system for real-time speech analytics integration within call centers, focusing on configurable parameters for data streaming and license management. The technical architecture centers around a call handler that routes calls and initiates the streaming of audio data to a speech analytics system (SAS) based on predefined configuration parameters. These parameters specify the conditions under which a call should be streamed, such as the campaign associated with the call, and the method of streaming (single, mixed, or dual audio streams). The implementation details involve the use of APIs and protocols for real-time audio streaming. The system must be able to capture call audio, transmit it to the SAS with minimal latency, and handle the resulting analytics data. The dual audio stream approach requires separate audio channels for the agent and the remote party, which adds complexity to the streaming and analysis process. Algorithmically, the system relies on speech recognition and natural language processing (NLP) techniques to extract meaningful insights from the audio data. These algorithms must be optimized for real-time performance and accuracy. The integration patterns involve the use of web services and message queues for communication between the call handler and the SAS. The system must be able to handle a high volume of concurrent calls and analytics requests. Performance characteristics are critical, as the system must be able to process call data in real-time without introducing significant latency. This requires careful optimization of the data streaming and analysis pipelines. Code-level implications include the need for efficient and robust code to handle audio capture, streaming, and analytics processing. The system must be designed to be scalable and resilient to handle varying call volumes and network conditions. The configuration parameters are stored in a database and accessed by the call handler at runtime. The system also includes monitoring and alerting mechanisms to track the availability of SAS licenses and to detect any issues with the data streaming or analysis pipelines. The implementation of this patent requires a deep understanding of call center infrastructure, speech analytics technologies, and real-time data processing techniques. The system must be designed to be flexible and adaptable to meet the evolving needs of call centers and their customers. The ability to configure call center components for real-time speech analytics, as described in this patent, is a critical step in enabling more responsive, efficient, and customer-centric call center operations. The patent also highlights the importance of robust infrastructure to support real-time data streaming and analysis. The future of call centers lies in embracing real-time analytics and leveraging data-driven insights to deliver exceptional customer experiences.","business_analysis":"The Configuring Contact Center Components for Real Time Speech Analytics patent presents a significant business opportunity within the call center and customer service industries. The market opportunity size is substantial, as call centers worldwide are increasingly seeking ways to improve agent performance, enhance customer satisfaction, and optimize operational efficiency. The competitive advantages of this patent lie in its ability to enable real-time speech analytics, which allows for immediate intervention and targeted coaching. This contrasts with traditional speech analytics systems that analyze call recordings after the fact. The revenue potential is significant, as call centers can use this technology to reduce call handle time, increase first call resolution rates, and improve customer retention. Business models include licensing the technology to call center software vendors, offering it as a managed service, or integrating it into existing call center platforms. The strategic positioning of this patent is strong, as it addresses a critical need for real-time insights in the call center industry. By providing a practical and scalable solution for implementing real-time speech analytics, the patent positions its owners as leaders in this space. ROI projections are compelling, as call centers can expect to see a significant return on investment from improved agent performance, reduced operational costs, and increased customer satisfaction. The market for speech analytics is growing rapidly, driven by the increasing demand for data-driven insights in customer service. This patent provides a valuable competitive advantage for companies seeking to capitalize on this trend. The ability to configure call center components for real-time speech analytics, as described in this patent, is a critical step in enabling more responsive, efficient, and customer-centric call center operations. The patent also highlights the importance of robust infrastructure to support real-time data streaming and analysis. The future of call centers lies in embracing real-time analytics and leveraging data-driven insights to deliver exceptional customer experiences. The configuration parameters and license management features of this patent make it a practical and scalable solution for call centers of all sizes. The dual audio stream approach, which separates the agent's audio from the remote party's audio, is particularly valuable as it allows for granular analysis of both sides of the conversation. This capability is crucial for identifying agent performance issues, understanding customer sentiment, and uncovering valuable insights into customer needs and preferences. The Configuring Contact Center Components for Real Time Speech Analytics patent is a game-changer for the call center industry, enabling organizations to unlock the full potential of speech analytics and deliver superior customer experiences.","faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Configuring contact center components for real time speech analytics","description":"Configuration parameters are defined for indicating when and how a call handled by a call handler is to be streamed to a speech analytics system (“SAS”). The parameters may indicate when a call is to ","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-9854097","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-9854097","citation_suggestion":"Patentable. \"Configuring contact center components for real time speech analytics\" (US-9854097). https://patentable.app/patents/US-9854097","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-9854097","json":"https://patentable.app/api/llm-context/US-9854097","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-31T18:34:36.025Z"}