Script compliance and quality assurance based on speech recognition and duration of interaction
First Claim
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1. A method, comprising:
- conducting at least one voice interaction between at least one agent and at least one client, wherein the at least one agent follows at least one script;
determining, by a processor, whether the at least one agent has followed the at least one script based on a 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 on a comparison of data representing a 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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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 once 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.
84 Citations
20 Claims
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1. A method, comprising:
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conducting at least one voice interaction between at least one agent and at least one client, wherein the at least one agent follows at least one script; determining, by a processor, whether the at least one agent has followed the at least one script based on a 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 on a comparison of data representing a 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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16. A non-transitory computer-readable medium, comprising instructions for:
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conducting at least one voice interaction between at least one agent and at least one client, wherein the at least one agent follows at least one script; determining, by a processor, whether the at least one agent has followed the at least one script based on a 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 on a comparison of data representing a duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction. - View Dependent Claims (17, 18, 19, 20)
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Specification