IDENTIFYING CONTACT CENTER AGENTS BASED UPON BIOMETRIC CHARACTERISTICS OF AN AGENT'S SPEECH
First Claim
1. A contact center comprising:
- a contact center configured to provide automated interactive communications with callers, providing queue management for callers waiting to communicate with live agents, and providing skills based routing for assigning live agents to callers; and
a speech identification and verification (SIV) component configured to analyze speech utterances and configured to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances, wherein said speech identification and verification (SIV) component processes speech from contact center sessions to automatically identify at least one contact center agent involved in each of the contact center sessions.
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Accused Products
Abstract
The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.
130 Citations
20 Claims
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1. A contact center comprising:
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a contact center configured to provide automated interactive communications with callers, providing queue management for callers waiting to communicate with live agents, and providing skills based routing for assigning live agents to callers; and a speech identification and verification (SIV) component configured to analyze speech utterances and configured to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances, wherein said speech identification and verification (SIV) component processes speech from contact center sessions to automatically identify at least one contact center agent involved in each of the contact center sessions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for contact centers to identify contact center agents based upon voice characteristics of the agents comprising:
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receiving speech content associated with a communication session involving a contact center agent; extracting biometric characteristics contained within the speech content; comparing the extracted biometric characteristics against previously stored biometric characteristics associated with at least one contact center agent; determining an identify of a speaker of the content based upon results of the comparing step; and a contact center performing at least one programmatic action based upon results of the determined identify. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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18. A contact center comprising:
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an agent desktop comprising a standard HTTP browser and a standard phone, wherein the agent desktop is configured to permit an agent to handle call center communications; a portal server configured to provide an agent portal, through which the agent utilizing the agent desktop communicates, said agent portal including a plurality of agent portlets within which contact center information is presented; an application server executing contact center applications configured to receive input for the contact center applications from the agent portlets and to present contact center output through the agent portlets; and a speech identification and verification (SIV) component configured to analyze speech utterances and configured to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances, wherein said speech identification and verification (SIV) component processes speech from contact center sessions to automatically identify at least one contact center agent involved in each of the contact center sessions. - View Dependent Claims (19, 20)
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Specification