SYSTEM FOR AND METHOD OF AUTOMATED QUALITY MONITORING

• US 20090306984A1
• Filed: 07/02/2009
• Published: 12/10/2009
• Est. Priority Date: 08/22/2003
• Status: Active Grant

• Current Assignee: inContact Incorporated (Nice Ltd)
• Original Assignee: SER Solutions Incorporated (Atos SE)
• Inventors: MARK, Lawrence, Lambert, Kori, Giordano, Geoffrey J., Scarano, Robert
• Granted Patent: US 8,050,921 B2
• Time in Patent Office: Days
• US Class Current: 704/257
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: Y10S 707/99935 Query augmenting and refining, e.g. inexact access
• CPC Class Codes: Y10S 707/99936 Pattern matching access

Abstract

A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.

Claims

1. A system for monitoring a spoken language message comprising:

an interface operational to capture the spoken language message;

a speech processor including a parser operational to implement a search expression syntax to decode a search expression into a number of (i) target search phrases and (ii) rules defining required relationships; and

a speech engine operational to search the spoken language message for one or more of said target search phrases and, in response, provide search results identifying a location of any candidate utterances matching said target search phrase together with confidence values indicating a certainty of each of the candidate utterances to corresponding ones of said target search phrases; and

said speech processor responsive to said search expression for identifying one or more of said target search phrases to said speech engine and analyzing said search results to determine whether a condition specified by said search expression is satisfied.

2. A system according to claim 1, wherein said parser includes logic for decoding a plurality of symbols into corresponding operators defining said relationships specified by said rules.

3. A system according to claim 1, wherein said parser recognizes a plurality of operators defining said rules, said operators selected form the set consisting of logical AND, logical OR, unitary negation, permutations, proximity and confidence.

4. A method of monitoring a spoken language message comprising the steps of:

capturing the spoken language message;

parsing a search expression to implement a search expression syntax and decode said search expression into a number of target search phrases and rules defining required relationships;

searching the spoken language message for said target search phrases;

providing search results identifying a location of any candidate utterances matching the target search phrases together with confidence values indicating a certainty of each of the candidate utterances to corresponding ones of said target search phrases; and

analyzing said search results to determine whether a condition specified by said search expression is satisfied.

5. A method according to claim 4, further comprising a step of decoding a plurality of symbols into corresponding operators defining relationships specified by said rules.

6. A method according to claim 4, further comprising a step of recognizing a plurality of operators defining said rules, said operators selected form the set consisting of logical AND, logical OR, unitary negation, permutations, proximity and confidence.