Script compliance and quality assurance using speech recognition
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 at an agent workstation;
evaluating the at least one voice interaction with at least one automatic speech recognition component adapted to analyze the at least one voice interaction, wherein the at least one voice interaction is divided into viewable panel-level segments and a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with a corresponding expected text, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding expected text, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment'"'"'s corresponding expected text, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding expected texts; and
determining whether the at least one agent has adequately followed the at least one script wherein a set of action rules is applied to the output of the determining, wherein the set of action rules includes a quality assurance action to be taken.
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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, a voice record of the given interaction can be analyzed at least in part to determine whether the agent spoke any extraneous material not dictated by the script, apart from or in addition to ensuring that the voice record contains all material required by the script. The voice record can be analyzed against a pre-defined list of specific words or phrases to identify instances of profanity or abusive language used by the agent.
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Citations
62 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 at an agent workstation; evaluating the at least one voice interaction with at least one automatic speech recognition component adapted to analyze the at least one voice interaction, wherein the at least one voice interaction is divided into viewable panel-level segments and a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with a corresponding expected text, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding expected text, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment'"'"'s corresponding expected text, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding expected texts; and determining whether the at least one agent has adequately followed the at least one script wherein a set of action rules is applied to the output of the determining, wherein the set of action rules includes a quality assurance action to be taken. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. 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 at an agent workstation; at least one automatic speech recognition component adapted to analyze the at least one voice interaction and to determine whether the at least one agent has adequately followed the at least one script, wherein the at least one voice interaction is divided into viewable panel-level segments and a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with a corresponding expected text, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding expected text, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment'"'"'s corresponding expected text, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding expected texts; and at least one set of action rules applied to the output of the 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, the at least one set of action rules including a quality assurance action determination. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29, 30, 31)
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32. A method of evaluating compliance of at least one agent with at least one script that governs, at least in part, at least one interaction processed by at least one agent, the method comprising at least the following:
creating at least one voice record of at least one interaction processed by the at least one agent at an agent workstation; defining at least first data relating to evaluating compliance of the at least one agent with the at least one script; and processing the at least one voice record against the at least first data, wherein the voice record is divided into viewable panel-level segments, wherein a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with a corresponding portion of the first data, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding portion of the first data, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment'"'"'s corresponding portion of the first data, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding portions of the first data, a set of action rules being applied to the output of the processing to direct a quality assurance action to be taken. - View Dependent Claims (33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58)
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59. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method for evaluating compliance of at least one agent with at least one script that governs, at least in part, at least one interaction processed by at least one agent, the method comprising at least the following:
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creating at least one voice record of at least one interaction processed by the at least one agent at an agent workstation; defining at least first data relating to evaluating compliance of the at least one agent with the at least one script; and processing the at least one voice record against the at least first data, wherein the voice record is divided into viewable panel-level segments, wherein a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with a corresponding portion of the first data, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding portion of the first data, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment'"'"'s corresponding portion of the first data, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding portions of the first data, a set of action rules being applied to the output of the processing to direct a quality assurance action to be taken.
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60. A system for evaluating compliance of at least one agent with at least one script that governs, at least in part, at least one interaction processed by at least one agent, the system comprising at least the following:
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means for creating at least one voice record of at least one interaction processed by the at least one agent at an agent workstation; means for defining at least first data relating to evaluating compliance of the at least one agent with the at least one script; and means for processing the at least one voice record against a corresponding portion of the at least first data, wherein the voice record is divided into viewable panel-level segments, wherein a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with the corresponding portion of the first data, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding portion of the first data, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment'"'"'s corresponding portion of the first data, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding portions of the first data, a set of action rules being applied to the output of the processing to direct a quality assurance action to be taken.
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61. 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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means for 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 at an agent workstation; means for evaluating the at least one voice interaction with at least one automatic speech recognition component adapted to analyze the at least one voice interaction, wherein the at least one voice interaction is divided into viewable panel-level segments and a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with a corresponding expected text, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding expected text, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment'"'"'s corresponding expected text, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding expected texts; and means for determining whether the at least one agent has adequately followed the at least one script, wherein a set of action rules is applied to the output of the determining, wherein the set of action rules includes a quality assurance action to be taken.
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62. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform 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 at an agent workstation; evaluating the at least one voice interaction with at least one automatic speech recognition component adapted to analyze the at least one voice interaction, wherein the at least one voice interaction is divided into viewable panel-level segments and a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with a corresponding expected text, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding expected text, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment'"'"'s corresponding expected text, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding expected texts; and determining whether the at least one agent has adequately followed the at least one script, wherein a set of action rules is applied to the output of the determining, wherein the set of action rules includes a quality assurance action to be taken.
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Specification