Script compliance and quality assurance based on speech recognition and duration of interaction

• US 8,108,213 B1
• Filed: 01/13/2010
• Issued: 01/31/2012
• Est. Priority Date: 02/15/2001
• Status: Expired due to Fees

• Current Assignee: Alorica Incorporated
• Original Assignee: West Corporation
• Inventors: Pettay, Mark J, Narke, Fonda J
• Primary Examiner(s): Saint Cyr, Leonard
• Application Number:
  US12/686,842
• Time in Patent Office: 748 Days
• Field of Search: None
• US Class Current: 704/246
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 25/48 specially adapted for particular use

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, the duration of a given interaction can be analyzed, either apart from or in combination with the script compliance analysis above, to seek to identify instances of agent non-compliance, of fraud, or of quality-analysis issues.

Claims

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;

determining, by a processor, whether the at least one agent has adequately followed the at least one script based on a confidence-level threshold relating to an automatic speech recognition component'"'"'s ability to analyze the at least one voice interaction; and

dispositioning at least one interaction, wherein the at least one agent reads the at least one script to the at least one client, based at least in part on a comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.

2. The method of claim 1 comprising evaluating, by the processor, the at least one voice interaction with an automatic speech recognition component having a confidence level threshold.

3. The method of claim 2 comprising including supplying audio files of at least one voice interaction in real time and/or recording the at least one voice interaction and supplying the files to the automatic speech recognition component.

4. The method of claim 2, wherein evaluating the at least one interaction includes at least one of the following:

converting the at least one voice interaction into at least one digital signal comprising at least one spectral representation of the at least one voice interaction;

comparing the at least one digital signal to at least one reference standard that includes at least one known vocabulary; and

matching the at least one digital signal to at least one of words and phrases contained in the at least one reference standard.

5. The method of claim 2, further comprising performing at least one action based upon at least one result of the evaluating of the at least one voice interaction, wherein performing at least one action includes at least one of:

transmitting at least one signal to the at least one agent;

transmitting at least one signal to at least one reviewing authority; and

making at least one entry in at least one script compliance incentive system.

6. The method of claim 2, wherein evaluating the at least one voice interaction includes evaluating a plurality of panels.

7. The method of claim 6, further comprising assigning a respective score to each one of the panels.

8. The method of claim 1 wherein whether the at least one agent has adequately followed the at least one script is based on a plurality of first scores related to respective portions of the at least one voice interaction.

9. The method of claim 8 wherein whether the at least one agent has adequately followed the at least one script is based on a second score related to an overall compliance with the at least one voice interaction.

10. The method of claim 9, wherein at least one of the first scores and the second score are different for their respective portions of the at least one voice interaction.

11. The method of claim 1, wherein conducting at least one voice interaction includes at least one of:

conducting at least one voice interaction involving a telemarketing agent;

conducting at least one voice interaction governed by at least one script that includes text corresponding to at least one offer of at least one of goods and services;

conducting the at least one voice interaction at least in part on at least one communications network;

conducting the at least one voice interaction at least in part on a publicly switched telephone network (PSTN);

conducting the at least one voice interaction at least in part on at least one Internet;

conducting the at least one voice interaction at least in part on at least one communications network having at least one wireless component;

conducting at least one telephone call;

conducting at least one telephone call that is initiated by the at least one client; and

conducting at least one telephone call that is initiated by an entity other than the at least one client.

12. The method of claim 1, further comprising reviewing at least one determination of whether the at least one agent has adequately followed the at least one script.

13. The method of claim 1, wherein determining whether the at least one agent has adequately followed the at least one script includes defining at least one score assigned by the at least one automatic speech recognition component.

14. The method of claim 1, further comprising comparing data representing an actual duration of at least one interaction, wherein the at least one agent reads at least one script to the at least one client, to data representing an expected duration parameter associated with the at least one interaction.

15. The method of claim 1, wherein determining whether the at least one agent has adequately followed the at least one script includes, at least in part, dispositioning at least one interaction, wherein the at least one agent reads at least one script to the at least one client, based at least in part on a comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.