Patent Document ID: 9014364
Application ID: 14230328

Base Claim:
1. A method for providing speech-related characteristics of speech audio during a call involving a remote party and an agent of a call center, comprising: bridging in a speech analytics system (“SAS”) to the call, wherein the SAS receives the speech audio from at least one of the agent and the remote party; analyzing the speech audio by the SAS to ascertain a semantic speech characteristic of the speech audio using a semantic speech analytics engine, the semantic speech characteristic indicating a meaning of speech or uttered word made by at least one of the remote party and the agent; analyzing the speech audio by the SAS to ascertain a non-semantic speech characteristic of the speech audio using a non-semantic speech analytics engine, the non-semantic speech characteristic being pertinent to at least one of the remote party and the agent or delivery of the speech by at least one of the remote party and the agent that does not directly indicate the meaning of the speech or the uttered word made by at least one of the remote party and the agent; determining by the SAS to send the semantic speech characteristic to a first application specific module (“ASM”) and not to a second ASM, the first ASM configured to perform functionality for a first particular application and the second ASM configured to perform functionality for a second particular application in which the first particular application is different than the second particular application; determining by the SAS to send the non-semantic speech characteristic to the second ASM and not to the first ASM; providing the semantic speech characteristic using a first speech-related event notification message to the first ASM and the non-semantic speech characteristic using a second speech-related event notification message to the second ASM; performing the functionality for the first particular application by the first ASM in response to receiving the first speech-related event notification message; and performing the functionality for the second particular application by the second ASM in response to receiving the second speech-related event notification message.

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Claim 2:
2. The method of claim 1 further comprising: generating a call instance data structure in the first ASM in response to receiving a call-related event notification message prior to receiving the first speech-related event notification message, wherein the call instance data structure stores an identifier of the call and the first speech-related event notification message comprises the identifier of the call.