Patent ID: 8577684

Claim:
A method comprising: loading a voice recording into a data processing system, wherein the voice recording comprises utterances from an interaction between a user and an interface of a business entity; separating the voice recording into a business entity strand associated with the interface and a user strand associated with the user; identifying prompt list candidates in the business entity strand, wherein each prompt list candidate comprises an utterance by the interface; obtaining a prompt list comprising elements that represent requests for special information from the user and comparing the prompt list with the prompt list candidates in the business entity strand; assigning a score to one or more of the prompt list candidates based on an element in the prompt list and applying a threshold to the scores of the one or more prompt list candidates; establishing a match between at least one of the prompt list candidates and the element of the prompt list when the value for the one prompt list candidate exceeds the threshold; searching the voice recording of the user strand for an utterance by the user that represents the special information, directly after a location in time where the element of the prompt list was found in the voice recording of the business entity strand; assigning a score to the utterance by the user; verifying that the utterance by the user corresponds with the special information, comprising: determining a combined score based on the utterance of the user and the utterance of the business entity by combining the score for the prompt list candidate in the business entity strand that matches the element of the prompt list and the score for the utterance by the user in the user strand; and identifying the utterance by the user as the special information when the combined score exceeds a further threshold; and rendering the special information of the voice recording unintelligible.