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Methods and apparatus for automatic training using natural language techniques for analysis of queries presented to a trainee and responses from the trainee

  • US 7,249,011 B2
  • Filed: 08/12/2002
  • Issued: 07/24/2007
  • Est. Priority Date: 08/12/2002
  • Status: Active Grant
First Claim
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1. A system for training a call center operator, comprising:

  • a database containing queries for presentation to a trainee, each query comprising speech typical of that spoken by a caller to a call center, the speech providing information intended to guide an operator in routing the call, each query being further associated with stored destination information indicating the destination specified by the query; and

    a training module for selecting a query from the database and presenting it to the trainee, the training module being operative to receive a speech response from the trainee, the training module being further operative to interpret the trainee response to determine whether the trainee response indicates the trainee has selected the destination indicated by the destination information and indicate to the trainee whether or not the trainee response is correct.

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