Script compliance and quality assurance based on speech recognition and duration of interaction
First Claim
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1. A method, comprising:
- conducting at least one voice interaction between at least one agent and at least one client, wherein the at least one agent follows at least one script;
determining, by a processor, whether the at least one agent has followed the at least one script based on a 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 on a comparison of data representing a duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.
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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 once 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.
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Citations
20 Claims
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1. A method, comprising:
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conducting at least one voice interaction between at least one agent and at least one client, wherein the at least one agent follows at least one script; determining, by a processor, whether the at least one agent has followed the at least one script based on a 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 on a comparison of data representing a duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A non-transitory computer-readable medium, comprising instructions for:
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conducting at least one voice interaction between at least one agent and at least one client, wherein the at least one agent follows at least one script; determining, by a processor, whether the at least one agent has followed the at least one script based on a 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 on a comparison of data representing a duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction. - View Dependent Claims (17, 18, 19, 20)
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Specification