Patent Document ID: 9672825
Application ID: 14759201
Patent Status: 1

Claim One:
1. A speech analytics system providing accurate statistics comprising: a voice recording system that records a plurality of agent/customer calls and writes them in a database of the voice recording system; an analysis provider server that adds a plurality of newly recorded calls by the voice recording system to an analysis queue in a manner supporting one another, an analysis consumer server which analyzes the calls in the queue, and outputs a plurality of analysis results; wherein the analysis consumer server further comprise: a call pre-processing module which is a sub-module of the analysis consumer server and separates a plurality of channels of a call recorded in the voice recording system into the call pre-processing module's agent/customer channels, and automatically segments mono channels into voiced/unvoiced and background voice segments; a speech-to-text module which is another sub-module of the analysis consumer server that automatically transcribes and time-aligns agent and customer speech segments and determines the agent's speech speed by determining that the agent's speech matches a predetermined entry of commonly used agent scripts and phrases with high recognition accuracies, then calculating the duration of the agent's speech from the time-aligned output, and dividing the duration by the total number of letters in the output text of the agent's time-aligned speech segment; an emotion recognition module which is another sub-module of the analysis consumer server that automatically classifies the agent and customer speech segments as angry/non angry; a gender identification module which is a module of the analysis consumer server that automatically classifies a customer's gender; a fraud detection module which is a module of the analysis consumer server that decides a fraud probability of the calls using the customer speech segments.