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 client'"'"'s speech and outputting corresponding character information and speech recognition results;
a first counselor group terminal for reproducing a client'"'"'s recorded speech file transmitted from the speech recognition engine, the client'"'"'s speech being recorded in 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,controlling the speech recognition engine to perform a first recognition of the client'"'"'s speech,when a result of the first recognition by the speech recognition engine is less than a predefined reference value, 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 a second recognition by the counselor of the first counselor group, andwhen the second recognition by the counselor of the first counselor group has failed, 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 a third recognition by the counselor of the second counselor group.
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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 client'"'"'s speech and outputting corresponding character information and speech recognition results; a first counselor group terminal for reproducing a client'"'"'s recorded speech file transmitted from the speech recognition engine, the client'"'"'s speech being recorded in 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, controlling the speech recognition engine to perform a first recognition of the client'"'"'s speech, when a result of the first recognition by the speech recognition engine is less than a predefined reference value, 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 a second recognition by the counselor of the first counselor group, and when the second recognition by the counselor of the first counselor group has failed, 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 a third recognition by the counselor of the second counselor group. - 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) performing a first recognition of speech inputted 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) when a result of the first recognition by the speech recognition engine is less than a predefined reference value, reproducing a client'"'"'s recorded speech file in which the inputted client'"'"'s speech is recorded, to a counselor of a first counselor group and displaying a recognition word list recognized by the speech recognition engine to thus perform a second recognition by the counselor of the first counselor group; c) when the second recognition by the counselor of the first counselor group has failed, allowing a counselor of a second counselor group to hear the client'"'"'s speech to thus perform a third recognition by the counselor of the second counselor group; and d) searching for information requested by the client and providing the information when the result of the first recognition is greater than a predefined reference value, the second recognition by the counselor of the first counselor group is successful in b), or the third 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) performing a first recognition of speech inputted 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) when a result of the first recognition by the speech recognition engine is less than a predefined reference value, reproducing a client'"'"'s recorded speech file in which the inputted client'"'"'s speech is recorded, to a counselor of a first counselor group and displaying a recognition word list recognized by the speech recognition engine to thus perform a second recognition by the counselor of the first counselor group; c) when the second recognition by the counselor of the first counselor group has failed, allowing a counselor of a second counselor group to hear the client'"'"'s speech to thus perform a third recognition by the counselor of the second counselor group; and d) searching for information requested by the client and providing the information when the result of the first recognition is greater than a predefined reference value, the second recognition by the counselor of the first counselor group is successful in b), or the third recognition by the counselor of the second counselor group is successful in c).
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Specification