Script compliance and agent feedback
First Claim
1. A method, comprising:
- evaluating at least one voice interaction, wherein at least one agent follows at least one script via at least one of a plurality of panels, via the at least one of the plurality of panels employing panel-by-panel playback with at least one automatic speech recognition component configured to analyze the at least one voice interaction;
generating a score using confidence level thresholds of the least one automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels; and
determining whether the at least one agent has adequately followed the at least one script based on the generated score.
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Abstract
Systems 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 method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.
93 Citations
20 Claims
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1. A method, comprising:
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evaluating at least one voice interaction, wherein at least one agent follows at least one script via at least one of a plurality of panels, via the at least one of the plurality of panels employing panel-by-panel playback with at least one automatic speech recognition component configured to analyze the at least one voice interaction; generating a score using confidence level thresholds of the least one automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels; and determining whether the at least one agent has adequately followed the at least one script based on the generated score. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A system, comprising:
at least one automatic speech recognition component configured to analyze at least one voice interaction, wherein at least one agent follows at least one script via at least one of a plurality of panels, via a use of at least one of the plurality of panels and to determine whether the at least one agent has adequately followed the at least one script based on a score using confidence level thresholds assigned to each of the plurality of panels of the at least one automatic speech recognition component. - View Dependent Claims (15, 16, 18, 19, 20)
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17. The system of 16, wherein the at least one action is based upon a 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.
Specification