Using a speech analytics system to control pre-recorded scripts for debt collection calls

• US 9,210,262 B1
• Filed: 02/27/2014
• Issued: 12/08/2015
• Est. Priority Date: 07/24/2013
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Koster, Karl H., Hodges, Edward G. Jr.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Huynh, Van D
• Application Number:
  US14/192,091
• Time in Patent Office: 649 Days
• Field of Search: 379/88.01, 379/265.06, 379/265.13
• US Class Current: 1/1
• CPC Class Codes: G06F 3/04817 using icons graphical or visual programming using iconic symbols G06F8/34
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G10L 15/08 Speech classification or search
• CPC Class Codes: G10L 15/30 Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: H04M 2201/39 using speech synthesis
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A speech analytics system (“SAS”) monitors speech from a remote party and agent to determine when text-based guidance information (“TBGI”) and a script control icon is to be provided to the agent. The agent may respond to a particular context with certain information, either by verbally informing the remote party or causing a prerecorded script to be played to the remote party. In one embodiment, the SAS monitors the agent'"'"'s speech to ascertain if an expected speech response is provided by the agent within a first time period. If not, the SAS may cause another TBGI and script control icon to be presented to the agent, and again monitor the agent'"'"'s speech to ascertain if an expected speech response is provided by the agent within a second time period. If the agent again fails to respond properly, then data may be written indicating a compliance failure.

Claims

1. A system for providing contextual assistance to an agent in a contact center on a call to a remote party, the system comprising:

a computer processor configured to;

receive a first speech-related event notification indicating detection of a first keyword in speech from the remote party on the call;

cause text-based guidance information (“

TBGI”

) to be presented on a computer used by the agent in response to receiving the first speech-related event notification, wherein the TBGI indicates detection of the first keyword;

cause a response timer to be started in response to causing the TBGI to be presented on the computer; and

stop the response timer in response to receiving a second speech-related event notification indicating detection of a second keyword in speech from the agent on the call.

2. The system of claim 1, wherein the call is a debt collection call, the first keyword is from a group consisting of “

bankrupt” and

“

bankruptcy,” and

the second keyword is from a group consisting of “

attorney”

, “

lawyer”

, “

law firm”

, “

court”

, and “

case number.”

3. The system of claim 1, wherein the TBGI presented on the computer further comprises a script control icon, and the computer processor is further configured to:

receive an input from the computer reflecting the agent selecting the script control icon; and

cause a pre-recorded script to be provided to the remote party in response to receiving the input.

4. The system of claim 3, wherein the computer processor is further configured to:

stop the response timer in response to causing the pre-recorded script to be provided to the remote party.

5. The system of claim 3, further comprising:

an announcement component configured to;

receive a message from the computer processor requesting the pre-recorded script to be provided to the remote party; and

in response to receiving the message from the computer processor, cause the pre-recorded script to be provided to the remote party.

6. The system of claim 3, wherein the TBGI presented on the computer further comprises a text script configured to be read by the agent.

7. The system of claim 6, wherein the text script includes at least one word from a group of words consisting of “

attorney”

, “

lawyer”

, “

law firm”

, “

court”

, or “

case number.”