AVAILABLE IN 9.8 AND ABOVE

Overview 

The proliferation of voice capture across, Turrets, Unified Communication, Mobile and more, means that IT and Compliance users have more data to manage and less time to do so.  To meet these challenges, Verint Financial Compliance's Compliance Application functionality has been enhanced with the speech capabilities of Verint Communications Analytics to automate and simplify Conversation Search. 

Open

The following functionality is available within Verint Financial Compliance:  

• Transcription of audio for voice and video recordings

• Diarization: the ability to separate/identify speakers

• Punctuation and capitalization: the ability to identify the beginning and the end of sentences

• Conversation Search: Includes the ability to search within Transcribed Text, including keyword and phrase searches.

• Language Search: Includes the ability to search for Conversations in a specific (supported and configured language) and also conversations where a Language Switch took place during the conversation.

• Sentiment Search: Includes the ability to search for Sentiment Gradient swings, whereby sentiment changes (for example from positive to negative) during a conversation.  In addition, users can search for high occurrences of negative or positive sentiment in a given conversation.

• Topic Search:  Includes the ability to search for conversations that include IV derived Key Topics.

• Search Results:  Search grid includes; Topics, Sentiment Information, Language Switches and Spoken Languages

• Conversation View: Includes a new tab for Analytics.  This will present Topics, Sentiment Information, Language Switches, and Spoken Languages to the user.  In addition, the user can interact with the Topics and use this to navigate and jump to the point in the conversation relative to the topic.

• Support for multiple languages, see Languages Supported by Verint Communications Analytics.

• Adaptation/customization of automatic speech recognition (ASR) models (Model adaptation is the process of taking an existing ASR model and adapting it to suit a specific use case, by incorporating new words and new patterns of speech. Speech recognition models reflect the patterns of speech in the training dataset they were built with. The general ASR models distributed by Verint Communications Analytics reflect the patterns of speech in the general population of the region.  Improved results can be obtained by tailoring the model to reflect the speech in a given domain.)

• Integrated using REST APIs

• The Communications Analytics solution is deployed separately on-premise or in Verint partner cloud

License requirements

The Communications Analytics transcription engine requires specific licenses. Please contact your Verint sales representative for more information.

After uploading the necessary licenses, the licenses have to be assigned to users through the role configuration. The following permission(s) are required for the Verint Communications Analytics speech transcription:

Deploying and configuring Communications Analytics transcription

The Communications Analytics transcription is considered a 3rd party transcription engine, which requires using a separate on-premise or cloud based Communications Analytics infrastructure to run the transcription service. The Verba Speech Analytics Service is connecting to the Communications Analytics platform and sends audio files for transcription. For more information see Deploying transcription.

Failover and load balancing

Multiple servers can process the transcription policies simultaneously. If 1500 records have already been sent to the Communications Analytics engine, then no new records will be selected for the policy (the records already selected will be sent though).

Failure scenarios

• Database query or update problem: the Speech Analytics Service retries automatically

• Communication problem with the Communications Analytics service: the Speech Analytics Service automatically retries

• Pending tasks can be monitored in the speech_pending database table

• Getting stuck

  • The conversation is selected for sending by the service but it is never sent:
    Such entries are deleted from the speech_pending table in one hour so the record will be selected for sending again

  • The conversation is selected for receiving the results by the service but it is never finished:
    Such entries are updated in the speech_pending table pending so downloading will be retried by one of the Media Repositories again

  • Pending entries in the Verba database are cross-checked with the entries in the Communications Analytics side in every 4 hours by the Speech Analytics Service

• Communications Analytics engine is not properly configured or missing components: consult with IV about the installation and licenses.

Performance requirements

Considering performance requirements, the most important factor is the storage and the network should be capable of reading and sending the expected amount of audio files to the IV cluster. As all analysis happens on the IV servers, CPU and memory are only used for lightweight database querying and parsing, and storing the results from the IV system.

Certificates

Add the Communications Analytics ca-cert.pem certificate to the Verba Java Keystore. If this step is accidentally missed, an HTTP error will be shown under Data > ASR Models in the Verba UI and no ASR models will be shown.

1. Check with Verba support for the Java keystore password.

2. The Communications Analytics ca-cert.pem certificate can be found in /opt/jumpto/ssl.  Copy ca-cert.pem to a convenient location on the Verba Media Repository, for example "C:\IV\ca-cert.pem".

3. Open a DOS Admin prompt and change the current directory to "C:\Program Files\Eclipse Adoptium\jre-11.0.16.8-hotspot\bin"

4. Type the following command: keytool -import -trustcacerts -alias iv-ca -file "c:\IV\ca-cert.pem" -keystore  "C:\Program Files\Eclipse Adoptium\jre-11.0.16.8-hotspot\lib\security\cacerts"

5. Check the timestamp has been updated on the "C:\Program Files\Eclipse Adoptium\jre-11.0.16.8-hotspot\lib\security\cacerts" file and that no new cacerts file has been created in the local directory.

6. Restart the Verba Conversation UI.

Data processor

Once, the Communications Analytics platform is available, the required Data Processor has to be created to enable the integration with the Communications Analytics transcription engine. Follow the steps described in Configuring and running transcription to create the processor and select the Communications Analytics engine. The following table describes the settings available for an Communications Analytics data processor: