Script compliance and quality assurance using speech recognition
First Claim
1. A method, comprising:
- analyzing, via at least one automatic speech recognition component, at least one voice interaction of at least one agent following at least one script, by;
dividing the at least one voice interaction into viewable panel-level segments;
assigning a score to each of the panel-level segments, each score indicating a match accuracy between the panel-level segment and a corresponding expected text of the panel-level segment; and
evaluating each score 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.
8 Assignments
0 Petitions
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.
-
Citations
14 Claims
-
1. A method, comprising:
analyzing, via at least one automatic speech recognition component, at least one voice interaction of at least one agent following at least one script, by; dividing the at least one voice interaction into viewable panel-level segments; assigning a score to each of the panel-level segments, each score indicating a match accuracy between the panel-level segment and a corresponding expected text of the panel-level segment; and evaluating each score 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
9. A non-transitory computer readable medium comprising instructions for:
analyzing, via at least one automatic speech recognition component, at least one voice interaction of at least one agent following at least one script, by; dividing the at least one voice interaction into viewable panel-level segments; assigning a score to each of the panel-level segments, each score indicating a match accuracy between the panel-level segment and a corresponding expected text of the panel-level segment; and evaluating each score 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. - View Dependent Claims (10, 11, 12, 13, 14)
Specification