Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

Abstract: A method of assisting an agent in real-time includes includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

Abstract: In an aspect, in general, method for aligning an audio recording and a transcript includes receiving a transcript including a plurality of terms, each term of the plurality of terms associated with a time location within a different version of the audio recording, forming a plurality of search terms from the terms of the transcript, determining possible time locations of the search terms in the audio recording, determining a correspondence between time locations within the different version of the audio recording associated with the search terms and the possible time locations of the search terms in the audio recording, and aligning the audio recording and the transcript including updating the time location associated with terms of the transcript based on the determined correspondence.

Abstract: In an aspect, in general, method for aligning an audio recording and a transcript includes receiving a transcript including a plurality of terms, each term of the plurality of terms associated with a time location within a different version of the audio recording, forming a plurality of search terms from the terms of the transcript, determining possible time locations of the search terms in the audio recording, determining a correspondence between time locations within the different version of the audio recording associated with the search terms and the possible time locations of the search terms in the audio recording, and aligning the audio recording and the transcript including updating the time location associated with terms of the transcript based on the determined correspondence.

Abstract: In some aspects, a wordspotter is used to locate occurrences in an audio corpus of each of a set of predetermined subword units, which may be phoneme sequences. To locate a query (e.g., a keyword or phrase) in the audio corpus, constituent subword units in the query are indentified and then locations of those subwords are determined based on the locations of those subword units determined earlier by the wordspotter, for example, using a pre-built inverted index that maps subword units to their locations.

Abstract: Techniques implemented as systems, methods, and apparatuses, including computer program products, for logging multi-channel audio signals.

Abstract: An approach to improving the performance of a wordspotting system includes providing an interface for interactive improvement of a phonetic representation of a query based on an operator identifying true detections and false alarms in a data set.

Abstract: In some aspects, a wordspotter is used to locate occurrences in an audio corpus of each of a set of predetermined subword units, which may be phoneme sequences. To locate a query (e.g., a keyword or phrase) in the audio corpus, constituent subword units in the query are indentified and then locations of those subwords are determined based on the locations of those subword units determined earlier by the wordspotter, for example, using a pre-built inverted index that maps subword units to their locations.

Abstract: An approach to improving the performance of a wordspotting system includes providing an interface for interactive improvement of a phonetic representation of a query based on an operator identifying true detections and false alarms in a data set.