Script compliance and agent feedback
First Claim
1. A method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following:
- conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script via at least one of a plurality of panels;
entering information by the at least one agent according to responses obtained from the at least one client during the voice interaction;
assigning a time displacement timestamp to each of the plurality of panels as they are presented and viewed by the at least one agent during the voice interaction;
logging a time displacement, based on the time displacement timestamp, per panel as a portion of a log record;
logging the voice interaction as a portion of the log record;
based on the logging, evaluating the at least one voice interaction via the at least one of the plurality of panels employing panel-by-panel playback with the assigned time displacement timestamp with at least one automatic speech recognition component adapted to analyze the at least one voice interaction; and
determining, via generating a score using confidence level thresholds of the least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard, whether the at least one agent has adequately followed the at least one script by using the evaluated at least one voice interaction.
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Accused Products
Abstract
Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, feedback in the form of voice records of portions of interactions that the agent handled deficiently, voice records containing recommended improvements to such interactions, as well as supplemental information can be transmitted to the agent.
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Citations
69 Claims
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1. A method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following:
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conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script via at least one of a plurality of panels; entering information by the at least one agent according to responses obtained from the at least one client during the voice interaction; assigning a time displacement timestamp to each of the plurality of panels as they are presented and viewed by the at least one agent during the voice interaction; logging a time displacement, based on the time displacement timestamp, per panel as a portion of a log record; logging the voice interaction as a portion of the log record; based on the logging, evaluating the at least one voice interaction via the at least one of the plurality of panels employing panel-by-panel playback with the assigned time displacement timestamp with at least one automatic speech recognition component adapted to analyze the at least one voice interaction; and determining, via generating a score using confidence level thresholds of the least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard, whether the at least one agent has adequately followed the at least one script by using the evaluated at least one voice interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33)
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34. A system for evaluating compliance of at least one agent reading at least one script to at least one client, the system comprising at least the following:
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at least one communication network adapted to support at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows at least one script via at least one of a plurality of panels; at least one information entering component adapted to permit the at least one agent to enter information according to responses obtained from the at least one client during the voice interaction; a time displacement timestamp component adapted to assign a time displacement timestamp to each of the plurality of panels as they are presented and viewed by the at least one agent during the voice interaction; a logging component adapted to log a time displacement, based on the time displacement timestamp, per panel as a portion of a log record and log the voice interaction as a portion of the log record; at least one automatic speech recognition component adapted to analyze, based on the logging component, the at least one voice interaction using each of the plurality of panels employing panel-by-panel playback including the time displacement timestamp and to determine, via generating a score using confidence level thresholds of the at least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard of the least one automatic speech recognition component, whether the at least one agent has adequately followed the at least one script; and means for causing at least one action to be taken based upon a determination by the at least one automatic speech recognition component as to whether the at least one agent has adequately followed the at least one script. - View Dependent Claims (35, 36, 37, 38, 39, 40, 41, 42, 43)
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44. A method of improving agent performance, the method comprising at least the following:
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identifying at least one interaction handled by at least one agent, which interaction is deficient in at least one aspect, the at least one interaction being recorded as a video recording; obtaining a voice record of at least a portion of the at least one interaction; obtaining a further voice record of at least a portion of at least a further pre-recorded interaction or a plurality of pre-recorded interactions, wherein the plurality of pre-recorded interactions are stored in a library or data store containing exemplary interactions by the at least one agent made available for future reference, in which the at least one aspect is determined by generating a score using confidence level thresholds of an at least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard of the least one automatic speech recognition component; and transmitting data representing at least the portions of the voice record and the further pre-recorded voice record or plurality of pre-recorded interactions to the at least one agent. - View Dependent Claims (45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67)
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68. A computer readable medium storing computer executable instructions, which when executed by a computer, enable the computer to perform a method comprising:
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identify at least one interaction handled by at least one agent, which interaction is deficient in at least one aspect, the at least one interaction being recorded as a video recording; obtain a voice record of at least a portion of the at least one interaction; obtain a further pre-recorded voice record of at least a portion of at least a further interaction or a plurality of further pre-recorded voice records of at least portions of at least further interactions, wherein the plurality of pre-recorded voice records of at least portions of at least further interactions are stored in a library or data store containing exemplary interactions by the at least one agent made available for future reference, in which the at least one aspect is determined by generating a score using confidence level thresholds of an at least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard of the least one automatic speech recognition component; and transmit data representing at least the portions of the voice record and the further pre-recorded voice record to the at least one agent.
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69. A system for improving agent performance, the system comprising at least the following:
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means for identifying at least one interaction handled by at least one agent, which interaction is deficient in at least one aspect, the at least one interaction being recorded as a video recording; means for obtaining a voice record of at least a portion of the at least one interaction; means for obtaining a further pre-recorded voice record of at least a portion of at least a further portion or a plurality of at least portions of at least further pre-recorded voice records, wherein the plurality of at least portions of pre-recorded voice records are stored in a library or data store containing exemplary interactions by the at least one agent made available for future reference, in which the at least one aspect is determined by generating a score using confidence level thresholds of an at least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard of the least one automatic speech recognition component; and means for transmitting data representing at least the portions of the voice record and the further pre-recorded voice record or the plurality of pre-recorded voice records to the at least one agent.
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Specification