US 12,219,093 B2
System and method of determining topics of a communication
Michael C. Dwyer, Fort Myers, FL (US); Erik A. Strand, Fort Myers, FL (US); Scott R. Wolf, Fort Myers, FL (US); Frank Salinas, Fort Myers, FL (US); Jeffrey A. Gallino, Lexington, MA (US); Scott A. Kendrick, Fort Myers, FL (US); and Shaoyu Xue, Valrico, FL (US)
Assigned to CallMiner, Inc., Waltham, MA (US)
Filed by CallMiner, Inc., Waltham, MA (US)
Filed on Aug. 4, 2022, as Appl. No. 17/881,541.
Application 17/881,541 is a continuation of application No. 17/683,983, filed on Mar. 1, 2022.
Application 17/683,983 is a continuation of application No. 17/135,354, filed on Dec. 28, 2020, granted, now 11,277,516, issued on Mar. 15, 2022.
Application 17/135,354 is a continuation of application No. 16/386,499, filed on Apr. 17, 2019, granted, now 10,992,807, issued on Apr. 27, 2021.
Application 16/386,499 is a continuation of application No. 15/194,742, filed on Jun. 28, 2016, granted, now 10,313,520, issued on Jun. 4, 2019.
Application 15/194,742 is a continuation of application No. 14/592,510, filed on Jan. 8, 2015, granted, now 9,413,891, issued on Aug. 9, 2016.
Claims priority of provisional application 62/005,857, filed on May 30, 2014.
Claims priority of provisional application 61/924,909, filed on Jan. 8, 2014.
Prior Publication US 2022/0377174 A1, Nov. 24, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06F 21/62 (2013.01); G06F 40/279 (2020.01); G06F 40/30 (2020.01); G10L 15/02 (2006.01); G10L 15/08 (2006.01); G10L 15/18 (2013.01); G10L 15/26 (2006.01); G10L 15/30 (2013.01); G10L 25/72 (2013.01); H04M 3/42 (2006.01)
CPC H04M 3/5175 (2013.01) [G06F 21/6254 (2013.01); G06F 40/279 (2020.01); G06F 40/30 (2020.01); G10L 15/02 (2013.01); G10L 15/1815 (2013.01); G10L 15/26 (2013.01); G10L 15/30 (2013.01); G10L 25/72 (2013.01); H04M 3/42221 (2013.01); H04M 3/5191 (2013.01); G10L 2015/088 (2013.01); H04M 2203/301 (2013.01); H04M 2203/303 (2013.01); H04M 2203/401 (2013.01); H04M 2203/551 (2013.01); H04M 2203/6009 (2013.01)] 25 Claims
OG exemplary drawing
 
1. A system, comprising:
a user interface module that receives a user input providing a criteria defining a set of communications, wherein the criteria is selected by the user via the user input such that the criteria is user-defined and includes a category, the category includes both a language category and an acoustic category, the language category is defined by at least one specific language characteristic, the acoustic category is defined by at least one specific acoustic characteristic, and the user interface module is configured to receive a selection of both the language category and the acoustic category from the user input;
a language module that analyzes the set of communications, which are defined by the criteria selected by the user, to determine one or more language characteristics of one or more communications in the set of communications;
an acoustic analysis module that analyzes the set of communications, which are defined by the criteria selected by the user, to determine one or more acoustic characteristics of the one or more communications in the set of communications; and
a determination module that categorizes the one or more communications in the set of communications by determining to associate at least one of the language category or the acoustic category with the one or more communications in the set of communications using the determined one or more language characteristics and the determined one or more acoustic characteristics, wherein the determined one or more language characteristics includes a language pattern comprising a proximity of a topic, and the determined one or more acoustic characteristics comprises a proximity of an event;
a clustering engine that analyzes words and phrases in the set of communications and the one or more acoustic characteristics, and determines a topic of the set of communications, which are defined by the criteria selected by the user, based on at least one commonality in words, phrases, the categorization of the one or more communications in the set of communications, or the one or more acoustic characteristics in the set of communications.