Quality of service call routing system using counselor and speech recognition engine and method thereof
First Claim
1. A call routing system for providing information requested by a client with a wired/wireless communication terminal by using a counselor and a speech recognition engine, comprising:
- a speech recognition engine for recognizing speech and outputting corresponding character information and speech recognition results;
a first counselor group terminal for reproducing the client'"'"'s recorded speech file and allowing a first counselor group having a plurality of counselors to hear the reproduced speech file, and displaying a recognition word list recognized by the speech recognition engine so that a counselor of the first counselor group may search information requested by the client and provide corresponding information;
a second counselor group terminal for allowing a second counselor group having a plurality of counselors to directly hear the client'"'"'s speech so that a counselor of the second counselor group may search information requested by the client and provide corresponding information; and
a main server for performing guidance according to a scenario for providing information to the client, recognizing the client'"'"'s speech input according to the guidance by controlling the speech recognition engine, transmitting the client'"'"'s recorded speech file and a recognition word list recognized by the speech recognition engine to the first counselor group terminal to thus allow recognition by the counselor of the first counselor group when a recognition result is less than a predefined reference value, and directly call-connecting the second counselor group terminal and the client'"'"'s wired/wireless communication terminal and allowing a counselor of the second counselor group to directly hear the client'"'"'s speech to thus allow recognition by the counselor of the first counselor group when the recognition by the counselor of the first counselor group has failed.
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Accused Products
Abstract
A QoS call routing system using a counselor and a speech recognition engine comprises a speech recognition engine for recognizing speech and outputting characters and speech recognition results; a first counselor group terminal for reproducing the client'"'"'s speech file to a counselor of a first counselor group so that the counselor may recognize the speech when the speech recognition result by the speech recognition engine is less than a reference value; a second counselor group terminal for allowing a counselor of a second counselor group to hear the client'"'"'s speech so that the counselor may recognize the speech when the recognition by the counselor of the first counselor group has failed; and an IVR server for controlling the engine and terminals to provide information to the client.
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Citations
14 Claims
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1. A call routing system for providing information requested by a client with a wired/wireless communication terminal by using a counselor and a speech recognition engine, comprising:
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a speech recognition engine for recognizing speech and outputting corresponding character information and speech recognition results;
a first counselor group terminal for reproducing the client'"'"'s recorded speech file and allowing a first counselor group having a plurality of counselors to hear the reproduced speech file, and displaying a recognition word list recognized by the speech recognition engine so that a counselor of the first counselor group may search information requested by the client and provide corresponding information;
a second counselor group terminal for allowing a second counselor group having a plurality of counselors to directly hear the client'"'"'s speech so that a counselor of the second counselor group may search information requested by the client and provide corresponding information; and
a main server for performing guidance according to a scenario for providing information to the client, recognizing the client'"'"'s speech input according to the guidance by controlling the speech recognition engine, transmitting the client'"'"'s recorded speech file and a recognition word list recognized by the speech recognition engine to the first counselor group terminal to thus allow recognition by the counselor of the first counselor group when a recognition result is less than a predefined reference value, and directly call-connecting the second counselor group terminal and the client'"'"'s wired/wireless communication terminal and allowing a counselor of the second counselor group to directly hear the client'"'"'s speech to thus allow recognition by the counselor of the first counselor group when the recognition by the counselor of the first counselor group has failed. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A call routing method for providing information requested by a client with a wired/wireless communication terminal by using a counselor and a speech recognition engine, comprising:
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a) recognizing speech input by the client by using a speech recognition engine when an information providing request is provided from the client through the wired/wireless communication terminal;
b) reproducing the client'"'"'s recorded speech file to a counselor of a first counselor group and displaying a recognition word list recognized by the speech recognition engine to thus perform recognition by the counselor of the first counselor group, when the speech recognition result is less than a predefined reference value;
c) allowing a counselor of a second counselor group to hear the client'"'"'s speech to thus perform recognition by the counselor of the second counselor group, when the speech recognition by the counselor of the first counselor group has failed in b); and
d) searching for information requested by the client and providing the information when the speech recognition result performed in a) is greater than a predefined reference value, recognition by the counselor of the first counselor group is successful in b), or recognition by the counselor of the second counselor group is successful in c). - View Dependent Claims (10, 11, 12, 13)
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14. In a call routing method for providing information requested by a client with a wired/wireless communication terminal by using a counselor and a speech recognition engine, a recording media for storing a program for realizing the functions comprising:
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a) recognizing speech input by the client by using a speech recognition engine when an information providing request is provided from the client through the wired/wireless communication terminal;
b) reproducing the client'"'"'s recorded speech file to a counselor of a first counselor group and displaying a recognition word list recognized by the speech recognition engine to thus perform recognition by the counselor of the first counselor group, when the speech recognition result is less than a predefined reference value;
c) allowing a counselor of a second counselor group to hear the client'"'"'s speech to thus perform recognition by the counselor of the second counselor group, when the speech recognition by the counselor of the first counselor group has failed in b); and
d) searching for information requested by the client and providing the information when the speech recognition result performed in a) is greater than a predefined reference value, recognition by the counselor of the first counselor group is successful in b), or recognition by the counselor of the second counselor group is successful in c).
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Specification