Patent ID: 9015046
Filing Date: 2015-04-21
Classification: G06Q,G10L

Abstract:
1. A computerized method for indicating in real time that an interaction in which a representative of an organization participates is associated with a problem or issue, comprising: capturing the interaction in a storage device by a computing platform comprising a processing apparatus, the interaction comprises at least a speech; receiving a segment of the captured interaction; extracting a feature from the segment wherein the feature is a word spoken in the segment of the interaction obtained by a speech to text mechanism comprising hardware; extracting a global feature associated with the whole interaction in progress; extracting features from segments of the interaction that are earlier to the segment; aggregating the feature and the global feature and features similar to the feature that are related to the segments; classifying the segment of the interaction in association with the problem or issue by applying a model to the feature and the global feature and the features similar to the feature that are related to the segments, wherein extracting the feature from the segment comprises: wherein the recited operations are carried out in real time by a computing platform executing one or more computer applications.