System and method for facilitating transcription of audio recordings, with auditing
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United States of America Patent
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Apr 27, 2010
Grant Date -
N/A
app pub date -
Nov 8, 2005
filing date -
Nov 8, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A system and method for facilitating transcription of an audio recording, with auditing. An IVR (Interactive Voice Response) unit makes a set of audio recordings of a caller's input during a call. The set of audio recordings is stored in a database and queued for transcription by remote agents. The recordings are forwarded to a first agent who listens to the audio and completes a form with text corresponding to the audio. The system then determines whether to audit the first agent's transcription by having another agent transcribe the same set of recordings. The recordings may be re-queued and transcribed multiple times, until two (or more) of the transcriptions match, or until some threshold number of transcriptions have been obtained. An agent may contact the caller (e.g., via telephone or electronic mail) if a recording cannot be fully transcribed.
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