Script compliance and quality assurance using speech recognition
First Claim
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1. A method, comprising:
- dividing, via at least one automatic speech recognition component, at least one voice interaction into viewable panel-level segments;
assigning, via the at least one automatic speech recognition component, 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, via the at least one automatic speech recognition component, 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.
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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 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.
101 Citations
18 Claims
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1. A method, comprising:
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dividing, via at least one automatic speech recognition component, at least one voice interaction into viewable panel-level segments; assigning, via the at least one automatic speech recognition component, 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, via the at least one automatic speech recognition component, 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, 10)
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11. A non-transitory computer readable medium comprising instructions for:
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dividing, via at least one automatic speech recognition component, at least one voice interaction into viewable panel-level segments; assigning, via the at least one automatic speech recognition component, 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, via the at least one automatic speech recognition component, 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 (12, 13, 14, 15, 16, 17, 18)
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Specification