Patent ID: 8676586

Claim:
A method for analyzing a vocal interaction captured in an audio source, the method comprising: a first receiving step for receiving a test audio source from a device by a computing platform via an input port, the test audio source comprising an interaction between an agent and a customer of the organization; a text extraction step for extracting an at least one test word from the test audio source; an acoustic feature extraction step for extracting at least one acoustic feature from the test audio source; combining the at least one test word and the at least one acoustic feature in a feature vector; and an interaction classification step based on applying a model that was previously trained on a training audio corpus, the model incorporating an at least one textual feature and an at least one acoustic feature that are constructed in a training feature vector combining the at least one textual feature and the at least one acoustic feature, and tagged data that indicate how to section the interaction to the at least one test word and the at least one acoustic feature extracted from the test audio source, and determining a segment in the test audio source that is further classified to a class, based on the feature vector and the training feature vector, thereby obtaining a score that reflects the probability that the feature vector belongs to the class.