Patent Document ID: 20150350438
Application ID: 14759201
Patent Status: 0

Claim One:
1. A speech analytics system providing accurate statistic 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 server 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 service further comprise: a call pre-processing module which is a sub-module of the analysis consumer server and separates a plurality of channels of the call recorded in the voice recording system into the call pre-processing module's agent/customer channels, and automatically segments the 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 the agent and customer speech segments; an emotion recognition module which is another sub-module of the analysis consumer server that automatically classifies the agent/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.