Speech recognition assistant for human call center operator

• US 20040190687A1
• Filed: 03/26/2003
• Published: 09/30/2004
• Est. Priority Date: 03/26/2003
• Status: Abandoned Application

• Current Assignee: Aurilab LLC
• Original Assignee: Aurilab LLC
• Inventors: Baker, James K.
• Application Number:
  US10/396,427
• Publication Number:
  US 20040190687A1
• Time in Patent Office: Days
• US Class Current: 379/88.01
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/4933 with operator assistance
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method for interpreting information provided over a telephone line from a customer includes providing at least a portion of an utterance made by the customer to a speech recognizer, at a same time the utterance is being heard on the telephone line by a call center operator. The method also includes processing, by the speech recognizer, the portion of the utterance made by the customer, in order to obtain a speech recognition result. The method further includes providing the speech recognition result to the call center operator, to assist the call center operator in discerning the utterance made by the customer.

Claims

1. A method for interpreting information provided over a telephone line from a customer, comprising:

a) providing at least a portion of an utterance made by the customer to a speech recognizer, at a same time the utterance is being heard on the telephone line by a call center operator;

b) processing, by the speech recognizer, the portion of the utterance made by the customer, in order to obtain a speech recognition result; and

c) providing the speech recognition result to the call center operator, to assist the call center operator in discerning the utterance made by the customer.

2. The method according to claim 1, wherein the speech recognition result is textually provided to the call center operator.

3. The method according to claim 1, wherein the speech recognition result is audibly provided to the call center operator.

4. The method according to claim 1, further comprising:

prior to the step a), listening to a portion of an utterance made by the caller, and determining whether or not to perform steps a), b) and c) accordingly.

5. A method for deciphering an utterance made by a caller over a telephone line, comprising:

recording an utterance of the caller made over the telephone line;

performing speech recognition processing on the caller'"'"'s recorded utterance, in order to obtain a speech recognition result; and

providing the recorded caller'"'"'s utterance to a human call center operator, along with the speech recognition result, as a set of information, in order to allow the human call center operator to decipher the utterance made by the caller based on the set of information.

6. The method according to claim 5, wherein the recorded caller'"'"'s utterance is provided to the human call center operator at substantially the same time that the speech recognition result is provided to the human telephone directory operator.

7. The method according to claim 5, further comprising:

providing the recorded caller'"'"'s utterance to the human call center operator way of a first playback unit; and

providing the speech recognition result to the human call center operator by way of a second playback unit.

8. The method according to claim 7, wherein the first playback unit provides the recorded caller'"'"'s utterance audibly to the human call center operator.

9. The method according to claim 7, wherein the second playback unit provides the recorded caller'"'"'s utterance visually to the human call center operator by way of text displayed on a display.

10. The method according to claim 8, wherein the second playback unit provides the recorded caller'"'"'s utterance visually to the human call center operator by way of text displayed on a display.

11. The method according to claim 5, wherein the speech recognition processing is performed by a priority queue search process.

12. The method according to claim 5, wherein the speech recognition processing is performed by a frame synchronous beam search process.

13. A system for deciphering an utterance made by a caller over a telephone line, comprising:

a recording unit configured to record an utterance of the caller;

a speech recognition processing unit configured to receive the recorded caller'"'"'s utterance form the recording unit and to perform speech recognition processing on the caller'"'"'s recorded utterance, in order to obtain a speech recognition result; and

providing means for providing the recorded caller'"'"'s utterance and the speech recognition result, as a set of information, to a human call center operator, in order to allow the human call center operator to correctly decipher the caller'"'"'s utterance.

14. The system according to claim 13, wherein the providing means provides the recorded caller'"'"'s utterance to the human call center operator at substantially the same time that the speech recognition result is provided to the human call center operator.

15. The system according to claim 13, wherein the providing means comprises:

a first playback unit for providing the recorded caller'"'"'s utterance to the human call center operator; and

a second playback unit for providing the speech recognition result to the human call center operator.

16. The system according to claim 13, wherein the first playback unit provides the recorded caller'"'"'s utterance audibly to the human call center operator.

17. The system according to claim 13, wherein the second playback unit provides the recorded caller'"'"'s utterance visually to the human call center operator by way of text displayed on a display.

18. The system according to claim 16, wherein the second playback unit provides the recorded caller'"'"'s utterance visually to the human call center operator by way of text displayed on a display.

19. The system according to claim 13, wherein the speech recognition processing unit performs a priority queue search process on the caller'"'"'s recorded utterance.

20. The system according to claim 13, wherein the speech recognition processing unit performs a frame synchronous beam search process on the caller'"'"'s recorded utterance.

21. A program product having machine readable code for deciphering an utterance made by a caller over a telephone line, the program code, when executed, causing a machine to perform the following steps:

recording an utterance made by the caller over the telephone line;

performing speech recognition processing on the caller'"'"'s recorded utterance, in order to obtain a speech recognition result; and

providing the recorded caller'"'"'s utterance to a human call center operator, along with the speech recognition result, as a set of information, in order to allow the human call center operator to correctly decipher the caller'"'"'s utterance.

22. The program product according to claim 21, wherein the recorded caller'"'"'s utterance is provided to the human call center operator at substantially the same time that the speech recognition result is provided to the human call center operator.

23. The program product according to claim 21, further comprising:

providing the recorded caller'"'"'s utterance to the human call center operator by way of a first playback unit; and

providing the speech recognition result to the human call center operator by way of a second playback unit.

24. The program product according to claim 21, wherein the first playback unit provides the recorded caller'"'"'s utterance audibly to the human call center operator.

25. The program product according to claim 21, wherein the second playback unit provides the recorded caller'"'"'s utterance visually to the human call center operator by way of text displayed on a display.

26. The program product according to claim 25, wherein the second playback unit provides the recorded caller'"'"'s utterance visually to the human call center operator by way of text displayed on a display.

27. The program product according to claim 21, wherein the speech recognition processing is performed by a priority queue search process.

28. The program product according to claim 21, wherein the speech recognition processing is performed by a frame synchronous beam search process.