Employing speech recognition and key words to improve customer service
First Claim
1. A method for handling information used in customer service, said method comprising:
- capturing a customer'"'"'s speech;
recognizing a key word in said customer'"'"'s speech;
based on said key word, searching a database; and
retrieving information from said database;
wherein said retrieving is completed during a conversation involving said customer and a customer service representative.
3 Assignments
0 Petitions
Accused Products
Abstract
The invention comprises capturing a customer'"'"'s speech, recognizing a key word in the customer'"'"'s speech, searching a database, and retrieving information from the database. The retrieving is a real-time process, completed during a conversation involving the customer and a customer service representative. Examples include methods employing computerized speech recognition and key words to improve customer service, systems for executing methods of the present invention, and instructions on a computer-usable medium, or resident in a computer system, for executing methods of the present invention.
66 Citations
23 Claims
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1. A method for handling information used in customer service, said method comprising:
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capturing a customer'"'"'s speech;
recognizing a key word in said customer'"'"'s speech;
based on said key word, searching a database; and
retrieving information from said database;
wherein said retrieving is completed during a conversation involving said customer and a customer service representative. - View Dependent Claims (2, 3, 4, 5)
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6. A method for handling information used in customer service, said method comprising:
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receiving speech input from a customer;
performing speech recognition on said speech input to generate a text equivalent;
parsing said text to identify a key word;
searching for an occurrence of said key word in a database; and
retrieving information from said database;
wherein said retrieving is completed during a conversation involving said customer and a customer service representative. - View Dependent Claims (7, 8, 9, 10, 11)
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12. A system for handling information used in customer service, said system comprising:
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means for receiving speech input from a customer;
means for performing speech recognition on said speech input to generate a text equivalent;
means for parsing said text to identify a key word;
means for searching for an occurrence of said key word in a database; and
means for retrieving information from said database;
wherein said means for retrieving completes its operation during a conversation involving said customer and a customer service representative. - View Dependent Claims (13, 14, 15, 16, 17)
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18. A computer-usable medium having computer-executable instructions for handling information used in customer service, said computer-executable instructions comprising:
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means for receiving speech input from a customer;
means for performing speech recognition on said speech input to generate a text equivalent;
means for parsing said text to identify a key word;
means for searching for an occurrence of said key word in a database; and
means for retrieving information from said database;
wherein said means for retrieving completes its operation during a conversation involving said customer and a customer service representative. - View Dependent Claims (19, 20, 21, 22, 23)
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Specification