Script compliance and quality assurance based on speech recognition and duration of interaction
First Claim
1. A method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following:
- conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script;
determining, by a processor, whether the at least one agent has adequately followed the at least one script based on a confidence-level threshold relating to an automatic speech recognition component'"'"'s ability to analyze the at least one voice interaction; and
dispositioning at least one interaction, wherein the at least one agent reads the at least one script to the at least one client, based at least in part on a comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.
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Accused Products
Abstract
Apparatus 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 communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, the duration of a given interaction can be analyzed, either apart from or in combination with the script compliance analysis above, to seek to identify instances of agent non-compliance, of fraud, or of quality-analysis issues.
84 Citations
15 Claims
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1. A method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following:
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conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script; determining, by a processor, whether the at least one agent has adequately followed the at least one script based on a confidence-level threshold relating to an automatic speech recognition component'"'"'s ability to analyze the at least one voice interaction; and dispositioning at least one interaction, wherein the at least one agent reads the at least one script to the at least one client, based at least in part on a comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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Specification