Patent ID: 8666032

Claim:
A system for processing call records, comprising: a call processor to process a call between a caller and a live agent, comprising: a speech recognition engine to receive a stream of verbal speech utterances from the caller and to convert the stream of verbal speech utterances into text; a text-to-speech engine to receive text messages from the agent in response to the stream of verbal speech utterances and to convert the text messages into synthesized speech utterances; a characteristic module to identify caller characteristics within the verbal speech utterances, comprising a determination module to determine the caller characteristics by analyzing speech pattern, inflection, tonality, accent, and pitch; and a verbal speech utterance module to process the verbal speech utterances, comprising at least one of: a speech recognition module to perform speech recognition on the verbal speech utterances; and a marking module to mark certain verbal speech utterances for later use; a telephony interface to provide the synthesized speech utterances to the caller; a call record processor to process a record of the call comprising the verbal speech utterances and the synthesized speech utterances; a display to present the processed record to a further live agent for manipulation; a manipulation module to receive instructions from the further live agent and to manipulate the processed record according to the instructions; and a database to store the manipulated record and the caller characteristics.