APPARATUS INCLUDING ASSOCIATIVE MEMORY FOR EVALUATING AUDIO COMMUNICATIONS

An apparatus for evaluating an audio communication comprises a data store for storing a plurality of digital units representing a plurality of characterized aspects of historical audio communications. The characterized aspects include words and sets of words. The apparatus further comprises an associative memory unit coupled with the data store to create associations between entities representing the characterized aspects, and relate the entities and the frequency of occurrence of the entities to identify relationships with call handling categories and priorities requiring intervention, and an assessing unit coupled with the associative memory unit to indicate whether the audio communication contains any associative memory associations related to a call handling category and call handling priority requiring intervention.