Method and apparatus for validating agreement between textual and spoken representations of words
First Claim
1. A method for validating a textual entry of spoken words of a caller, comprising:
- receiving a telephone call from said caller;
obtaining a textual entry of said spoken words from a call agent;
converting said spoken words to text using a speech recognition technique to generate converted text; and
comparing said textual entry to said converted text to confirm an accuracy of said textual entry substantially during said telephone call.
28 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are disclosed for validating agreement between textual and spoken representations of words. A voice input verification process monitors a conversation between an agent and a caller to validate the textual entry of the caller'"'"'s spoken responses or the agent'"'"'s spoken delivery of a textual script (or both). The audio stream corresponding to the conversation between the agent and the caller is recorded and the textual information that is entered into the workstation by the agent is evaluated. Speech recognition technology is applied to the recent audio stream, to determine if the words that have been entered by the agent can be found in the recent audio stream. The grammar employed by the speech recognizer can be based, for example, on properties of the spoken words or the type of field being populated by the agent. If there is a discrepancy between what was entered by the agent and what was recently spoken by the caller, the agent can be alerted and the error can optionally be corrected.
39 Citations
25 Claims
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1. A method for validating a textual entry of spoken words of a caller, comprising:
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receiving a telephone call from said caller; obtaining a textual entry of said spoken words from a call agent; converting said spoken words to text using a speech recognition technique to generate converted text; and comparing said textual entry to said converted text to confirm an accuracy of said textual entry substantially during said telephone call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 24)
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12. An apparatus for validating a textual entry of spoken words of a caller, comprising:
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a memory; and at least one processor, coupled to the memory, operative to; receive a telephone call from said caller; obtain a textual entry of said spoken words from a call agent; convert said spoken words to text using a speech recognition technique to generate converted text; and compare said textual entry to said converted text to confirm an accuracy of said textual entry substantially during said telephone call. - View Dependent Claims (13, 14, 15, 16, 17)
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18. An article of manufacture for validating a textual entry of spoken words of a caller, comprising a machine readable medium containing one or more programs which when executed on a machine implement the steps of:
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receiving a telephone call from said caller; obtaining a textual entry of said spoken words from a call agent;
converting said spoken words to text using a speech recognition technique to generate converted text; andcomparing said textual entry to said converted text to confirm an accuracy of said textual entry substantially during said telephone call.
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19. A method for validating a spoken delivery of a textual script, comprising:
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obtaining a spoken delivery of said textual script by a call agent; converting said spoken delivery to text using a speech recognition technique to generate converted text; and comparing said textual script to said converted text to confirm an accuracy of said spoken delivery substantially during said spoken delivery of said textual script. - View Dependent Claims (20, 21, 22, 23, 25)
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Specification