Marchex, Inc.
SYSTEMS AND METHODS FOR RAPID ANALYSIS OF CALL AUDIO DATA USING A STREAM-PROCESSING PLATFORM

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Abstract:

A call analytics system and associated methods that can be used to rapidly analyze call data and provide conversational insights. The call analytics system receives audio call data of a phone call between a customer and an agent of a business, and converts the call data into one or more messages for handling by a distributed stream-processing platform. In some embodiments, the stream-processing platform is the Apache Kafka platform. The distributed platform processes the messages and communicates with various software modules to generate a variety of conversational insights. When processed by a stream-processing platform, certain analyses can occur in parallel which allows conversational insights to be provided to the businesses shortly (e.g., within seconds) after the call data is received.

Status:
Application
Type:

Utility

Filling date:

21 Dec 2020

Issue date:

21 Oct 2021