Voice and speech recognition for call center feedback and quality assurance
First Claim
1. A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computer-implemented method comprising:
- receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative;
converting, via the one or more processors, the data stream to a text stream;
generating, via the one or more processors, a representative transcript that includes the words from the text stream that are spoken by the customer service representative;
comparing, via the one or more processors, the representative transcript with a plurality of positive words and a plurality of negative words; and
generating and displaying on a display, via the one or more processors, a first score that varies according to the occurrence of each word spoken by the customer service representative that matches one of the positive words and the occurrence of each word spoken by the customer service representative that matches one of the negative words to facilitate an objective evaluation of the customer interaction.
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Accused Products
Abstract
A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.
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Citations
20 Claims
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1. A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computer-implemented method comprising:
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receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative; converting, via the one or more processors, the data stream to a text stream; generating, via the one or more processors, a representative transcript that includes the words from the text stream that are spoken by the customer service representative; comparing, via the one or more processors, the representative transcript with a plurality of positive words and a plurality of negative words; and generating and displaying on a display, via the one or more processors, a first score that varies according to the occurrence of each word spoken by the customer service representative that matches one of the positive words and the occurrence of each word spoken by the customer service representative that matches one of the negative words to facilitate an objective evaluation of the customer interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computer-implemented method comprising:
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receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative; analyzing, via the one or more processors, the data stream to determine a plurality of tone of voice values for the customer service representative, each tone of voice value derived from one of a plurality of periods of time during the conversation; analyzing, via the one or more processors, the data stream to determine a plurality of tone of voice values for the customer, each tone of voice value derived from one of a plurality of periods of time during the conversation; and generating and displaying on a display, via the one or more processors, a first score that varies according to whether the customer service representative changed his tone of voice in response to a change in tone of voice of the customer to facilitate the objective evaluation of the customer interaction. - View Dependent Claims (13, 14, 15, 16, 17)
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18. A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computer-implemented method comprising:
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receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative; identifying, via the one or more processors, a voice of the customer service representative and a voice of the customer; determining, via the one or more processors, when the customer stops talking; determining, via the one or more processors, when the customer service representative starts talking thereafter; determining, via the one or more processors, a response time corresponding to a period of time that elapses between when the customer stops talking and the customer service representative starts talking; and generating and displaying, via the one or more processors, a score that varies according to a value of the response time. - View Dependent Claims (19, 20)
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Specification