SER Receives Two U.S. Patents for Innovation in Audio Data Monitoring and Mining
DULLES, Va. - SER Solutions, Inc. received two U.S. patents for methods and apparatus using speech recognition technology. The first patent 7,076,427 is for audio data monitoring and evaluation; the second patent 7,133,828 is for audio data analysis and data mining.
SER's inventions use speech recognition combined with business rules to analyze customer conversations, transforming the spoken word to retrievable data form. The invention enhances call monitoring by evaluating conversations and initiating actionable events.
This patented technology forms the foundation for SER's speech analytics solution, SERTAINTY, which performs automated evaluations of all customer interactions. SERTAINTY enables companies to unlock the information stored in call recordings to identify key trends such as an increase or decrease in customer satisfaction levels, competitive mentions, and product receptivity. SERTAINTY also analyzes and scores recorded calls for overall call quality, script adherence, and fraud detection.