Method for customer feedback measurement in public places utilizing speech recognition technology

Abstract

A method, a system and a computer program product for enabling a customer response speech recognition unit to dynamically receive customer feedback. The customer response speech recognition unit is positioned at a customer location. The speech recognition unit is automatically initialized when one or more spoken words are detected. The response statements of customers are dynamically received by the customer response speech recognition unit at the customer location, in real time. The customer response speech recognition unit determines when the one or more spoken words of the customer response statement are associated with a score in a database. An analysis of the words is performed to generate a score that reflects the evaluation of the subject by the customer. The score is dynamically updated as new evaluations are received, and the score is displayed within graphical user interface (GUI) to be viewed by one or more potential customers.

What is claimed is: 
     
         1 . In a data processing device having a processor and a voice capture and recognition unit coupled to the processor, a processor-implemented method for enabling dynamic receipt and analysis of captured audio responses utilizing a voice recognition unit, said method comprising:
 dynamically detecting an audio input that includes speech and speech related sounds;   identifying one or more received keywords within the audio input detected;   in response to identifying the one or more received keywords, comparing the one or more received keywords to one or more pre-identified keywords in a pre-established database; and   when the one or more received keywords match or are associated with one or more of the pre-identified keywords within the pre-established database, generating a score for the one or more received keywords, based on a relative score associated with the pre-identified keywords that match the one or more received keywords, wherein the score represents one or more of a positive evaluation, a negative evaluation, and a neutral evaluation of the speech and speech related sounds.   
     
     
         2 . The method of  claim 1 , further comprising:
 in response to identifying the one or more received keywords, dynamically associating the one or more received keywords of the audio input with a subject, wherein the subject is determined from among one or more subjects linked to the pre-identified keywords that match the received keywords, wherein the audio input is received in reference to the subject; and   associating the score with the subject.   
     
     
         3 . The method of  claim 2 , further comprising:
 calculating the score of the one or more received keywords via a predetermined analysis formula;   assigning a positive, a negative, or a neutral score according to the association of the received keyword with one or more other words detected within the captured audio responses;   associating a calculated score with the subject when the audio input received is associated with the subject;   displaying the subject with the calculated score within a graphical user interface;   when the one or more received keywords are associated with a pre-identified keyword that represents a negative feedback, modifying the calculated score by a preset negative amount associated with the pre-identified keyword utilizing the predetermined analysis formula; and   when the one or more received keywords are associated with a pre-identified keyword that represents a positive feedback, increasing the score by a preset positive amount associated with the pre-identified keyword utilizing the predetermined analysis formula.   
     
     
         4 . The method of  claim 3 , further comprising:
 dynamically updating the calculated score of the subject when additional speech or speech related sounds are received with one or more subsequent keywords that match one or more of the pre-identified keywords; and   displaying an updated calculated score within the graphical user interface.   
     
     
         5 . The method of  claim 1 , further comprising:
 receiving a selection of the one or more pre-identified keywords via a graphical user interface;   storing the one or more pre-identified keywords in the pre-established database;   storing the pre-established database at one or more of a local server and a remote server; and   associating the one or more pre-identified keywords within the pre-established database with one of a positive score, a negative score, and a neutral score.   
     
     
         6 . The method of  claim 5 , further comprising:
 enabling access to the pre-established database;   comparing the one or more received keywords identified within the detected audio input to the one or more pre-identified keywords in the pre-established database; and   retrieving the score associated with the one or more pre-identified keywords.   
     
     
         7 . The method of  claim 2 , further comprising:
 displaying one or more subjects within the graphical user interface;   enabling selection of one or more subjects associated with one or more pre-identified keywords when the one or more subjects are displayed within the graphical user interface;   storing the one or more subjects within the pre-established database; and   retrieving the one or more subjects from the pre-established database when the received keywords matches the one or more keywords to which the one or more subjects is associated; and   displaying the one or more subjects retrieved from the pre-established database as the subject to which the audio input is associated.   
     
     
         8 . The method of  claim 1 , further comprising:
 receiving, at the audio detection unit, inputs of the captured audio response and one or more of a broadcast signal and a program signal;   receiving a separate input at the voice recognition unit comprising the one or more of the broadcast signal and program signal;   inverting the separate input;   adding the inverted separate input to the received input from the audio detection unit to generate a filtered output with the captured audio response;   identifying one or more keywords within the filtered output, wherein the one or more keywords are received keywords;   comparing the one or more received keywords from the filtered output to one or more pre-identified keywords in the pre-established database; and   when the one or more received keywords from the filtered output match or are associated with one or more of the pre-identified keywords within the pre-established database, generating a score for the one or more received keywords from the filtered output, based on a relative score associated with the pre-identified keywords that match the one or more received keywords from the filtered output, wherein the score represents one or more of the positive evaluation, the negative evaluation, and the neutral evaluation of speech and speech related sounds.   
     
     
         9 . A computer program product comprising:
 a computer readable medium; and   program code on the computer readable medium that when executed by a processor provides the functions of:   dynamically detecting an audio input that includes speech and speech related sounds;   identifying one or more received keywords within the audio input detected;   in response to identifying the one or more received keywords, comparing the one or more received keywords to one or more pre-identified keywords in a pre-established database; and   when the one or more received keywords match or are associated with one or more of the pre-identified keywords within the pre-established database, generating a score for the one or more received keywords, based on a relative score associated with the pre-identified keywords that match the one or more received keywords, wherein the score represents one or more of a positive evaluation, a negative evaluation, and a neutral evaluation of the speech and speech related sounds.   
     
     
         10 . The computer program product of  claim 9 , further comprising program code for:
 in response to identifying the one or more received keywords, dynamically associating the one or more received keywords of the audio input with a subject, wherein the subject is determined from among one or more subjects linked to the pre-identified keywords that match the received keywords, wherein the audio input is received in reference to the subject; and   associating the score with the subject.   
     
     
         11 . The computer program product of  claim 10 , further comprising program code for:
 calculating the score of the one or more received keywords via a predetermined analysis formula;   assigning a positive, a negative, or a neutral score according to the association of the received keyword with one or more other words detected within the captured audio responses;   associating a calculated score with the subject when the audio input received is associated with the subject;   displaying the subject with the calculated score within a graphical user interface;   when the one or more received keywords are associated with a pre-identified keyword that represents a negative feedback, modifying the calculated score by a preset negative amount associated with the pre-identified keyword utilizing the predetermined analysis formula;   when the one or more received keywords are associated with a pre-identified keyword that represents a positive feedback, increasing the score by a preset positive amount associated with the pre-identified keyword utilizing the predetermined analysis formula;   dynamically updating the calculated score of the subject when additional speech or speech related sounds are received with one or more subsequent keywords that match one or more of the pre-identified keywords; and   displaying an updated calculated score within the graphical user interface.   
     
     
         12 . The computer program product of  claim 9 , further comprising program code for:
 receiving a selection of the one or more pre-identified keywords via a graphical user interface;   storing the one or more pre-identified keywords in the pre-established database;   storing the pre-established database at one or more of a local server and a remote server;   associating the one or more pre-identified keywords within the pre-established database with one of a positive score, a negative score, and a neutral score;   enabling access to the pre-established database;   comparing the one or more received keywords identified within the detected audio input to the one or more pre-identified keywords in the pre-established database; and   retrieving the score associated with the one or more pre-identified keywords.   
     
     
         13 . The computer program product of  claim 10 , further comprising program code for:
 displaying one or more subjects within the graphical user interface;   enabling selection of one or more subjects associated with one or more pre-identified keywords when the one or more subjects are displayed within the graphical user interface;   storing the one or more subjects within the pre-established database;   retrieving the one or more subjects from the pre-established database when the received keywords matches the one or more keywords to which the one or more subjects is associated; and   displaying the one or more subjects retrieved from the pre-established database as the subject to which the audio input is associated.   
     
     
         14 . The computer program product of  claim 9 , further comprising program code for:
 receiving, at the audio detection unit, inputs of the captured audio response and one or more of a broadcast signal and a program signal;   receiving a separate input at the voice recognition unit comprising the one or more of the broadcast signal and program signal;   inverting the separate input;   adding the inverted separate input to the received input from the audio detection unit to generate a filtered output with the captured audio response;   identifying one or more keywords within the filtered output, wherein the one or more keywords are received keywords;   comparing the one or more received keywords from the filtered output to one or more pre-identified keywords in the pre-established database; and   when the one or more received keywords from the filtered output match or are associated with one or more of the pre-identified keywords within the pre-established database, generating a score for the one or more received keywords from the filtered output, based on a relative score associated with the pre-identified keywords that match the one or more received keywords from the filtered output, wherein the score represents one or more of the positive evaluation, the negative evaluation, and the neutral evaluation of speech and speech related sounds.   
     
     
         15 . A data processing system comprising:
 a voice recognition unit;   a microphone associated with the voice recognition unit;   processor logic associated with the voice recognition unit for performing the functions of:   dynamically detecting an audio input that includes speech and speech related sounds;   identifying one or more received keywords within the audio input detected;   in response to identifying the one or more received keywords, comparing the one or more received keywords to one or more pre-identified keywords in a pre-established database; and   when the one or more received keywords match or are associated with one or more of the pre-identified keywords within the pre-established database, generating a score for the one or more received keywords, based on a relative score associated with the pre-identified keywords that match the one or more received keywords, wherein the score represents one or more of a positive evaluation, a negative evaluation, and a neutral evaluation of the speech and speech related sounds.   
     
     
         16 . The data processing system of  claim 15 , wherein the processor logic further performs the functions of:
 in response to identifying the one or more received keywords, dynamically associating the one or more received keywords of the audio input with a subject, wherein the subject is determined from among one or more subjects linked to the pre-identified keywords that match the received keywords, wherein the audio input is received in reference to the subject; and   associating the score with the subject.   
     
     
         17 . The data processing system of  claim 16 , wherein the processor logic further performs the functions of:
 calculating the score of the one or more received keywords via a predetermined analysis formula;   assigning a positive, a negative, or a neutral score according to the association of the received keyword with one or more other words detected within the captured audio responses;   associating a calculated score with the subject when the audio input received is associated with the subject;   displaying the subject with the calculated score within a graphical user interface;   when the one or more received keywords are associated with a pre-identified keyword that represents a negative feedback, modifying the calculated score by a preset negative amount associated with the pre-identified keyword utilizing the predetermined analysis formula;   when the one or more received keywords are associated with a pre-identified keyword that represents a positive feedback, increasing the score by a preset positive amount associated with the pre-identified keyword utilizing the predetermined analysis formula;   dynamically updating the calculated score of the subject when additional speech or speech related sounds are received with one or more subsequent keywords that match one or more of the pre-identified keywords; and   displaying an updated calculated score within the graphical user interface.   
     
     
         18 . The data processing system of  claim 15 , wherein the processor logic further performs the functions of:
 receiving a selection of the one or more pre-identified keywords via a graphical user interface;   storing the one or more pre-identified keywords in the pre-established database;   storing the pre-established database at one or more of a local server and a remote server;   associating the one or more pre-identified keywords within the pre-established database with one of a positive score, a negative score, and a neutral score;   enabling access to the pre-established database;   comparing the one or more received keywords identified within the detected audio input to the one or more pre-identified keywords in the pre-established database; and   retrieving the score associated with the one or more pre-identified keywords.   
     
     
         19 . The data processing system of  claim 16 , wherein the processor logic further performs the functions of:
 displaying one or more subjects within the graphical user interface;   enabling selection of one or more subjects associated with one or more pre-identified keywords when the one or more subjects are displayed within the graphical user interface;   storing the one or more subjects within the pre-established database; and   retrieving the one or more subjects from the pre-established database when the received keywords matches the one or more keywords to which the one or more subjects is associated; and   displaying the one or more subjects retrieved from the pre-established database as the subject to which the audio input is associated.   
     
     
         20 . The data processing system of  claim 15 , wherein the processor logic further performs the functions of:
 receiving, at the audio detection unit, inputs of the captured audio response and one or more of a broadcast signal and a program signal;   receiving a separate input at the voice recognition unit comprising the one or more of the broadcast signal and program signal;   inverting the separate input;   adding the inverted separate input to the received input from the audio detection unit to generate a filtered output with the captured audio response;   identifying one or more keywords within the filtered output, wherein the one or more keywords are received keywords;   comparing the one or more received keywords from the filtered output to one or more pre-identified keywords in the pre-established database; and   when the one or more received keywords from the filtered output match or are associated with one or more of the pre-identified keywords within the pre-established database, generating a score for the one or more received keywords from the filtered output, based on a relative score associated with the pre-identified keywords that match the one or more received keywords from the filtered output, wherein the score represents one or more of the positive evaluation, the negative evaluation, and the neutral evaluation of speech and speech related sounds.