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Real Time Cultural Analysis Based on Streamed Voice Data to Improve Product Quality

IP.com Disclosure Number: IPCOM000246251D
Publication Date: 2016-May-19
Document File: 1 page(s) / 24K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a system and method for utilizing real-time cultural analysis against streamed voice data from support phone calls to detect problems in product design and open problem reports to improve product quality.

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Real Time Cultural Analysis Based on Streamed Voice Data to Improve Product Quality

Disclosed is a system and method for utilizing real-time cultural analysis against streamed voice data to improve product quality. The system utilizes speech patterns from support phone calls to detect problems in product design and open problem reports.

    Usability and design that does not take culture into account has been shown to increase call volumes in support centers. The end result is higher costs for a company, poor quality, and usability problems for customers. The method disclosed herein identifies steps to lesson the impact of interfaces and products that have not taken cultural awareness into account by using real-time call center support data.

The steps include:
1) Analyze speech patterns from callers into call center to automatically detect dialect.

2) Tagging customer profile with the detected dialect to determine a culture.

3) Use tags, type of problem, product install/update/version information to detect patterns in product design failures based on the culture.

4) Provide feedback enhancement information to development teams documenting the product design failures.

The underlying embodiment utilizes:

Automatic dialect detection.

Databases containing information on the products installed, the versions installed, etc.

A real-time streams processing platform.

Voice recognition algorithms.

Data mining and classification algorithms.

An embodiment may use the following t...