System, method, and computer program for speech recognition assisted call center and self service interface
First Claim
Patent Images
1. A method, comprising:
- sending, via an interface, from an agent to a caller, a request for authentication information for the caller;
receiving, in response to the request for authentication information, a plurality of utterances from the caller, the plurality of utterances including a plurality of spoken words;
performing, by at least one processor, speech recognition on the plurality of spoken words to generate text representing the utterances;
identifying, by the at least one processor, a context of the utterances, using the text, wherein the context including a particular pattern of the utterances and a particular grammar used in the utterances;
determining, by the at least one processor, a problem and location information associated with the caller using the identified context;
in response to determining that the caller has not provided expected authentication information in the identified context, determining, by at least one processor, whether a solution to the problem is available based on the location information;
when it is determined that the solution to the problem is available, providing, by the at least one processor, the solution to the caller, via the interface, without authenticating the caller;
when it is determined that the solution to the problem is not available, requesting, via the interface, additional authentication information from the caller; and
verifying, by the at least processor, text entered by the agent matches the recognized spoken words; and
in response to detecting a mismatch, alerting the agent, via agent interface, that the mismatch has been detected.
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Abstract
A system, method, and computer program are provided for using speech recognition to assist call center interactions with a caller. In operation, utterances are received between a caller and an agent. Additionally, speech recognition is performed on the utterances utilizing a context of the utterances. Furthermore, an interaction with the caller is assisted utilizing the speech recognition.
22 Citations
22 Claims
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1. A method, comprising:
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sending, via an interface, from an agent to a caller, a request for authentication information for the caller; receiving, in response to the request for authentication information, a plurality of utterances from the caller, the plurality of utterances including a plurality of spoken words; performing, by at least one processor, speech recognition on the plurality of spoken words to generate text representing the utterances; identifying, by the at least one processor, a context of the utterances, using the text, wherein the context including a particular pattern of the utterances and a particular grammar used in the utterances; determining, by the at least one processor, a problem and location information associated with the caller using the identified context; in response to determining that the caller has not provided expected authentication information in the identified context, determining, by at least one processor, whether a solution to the problem is available based on the location information; when it is determined that the solution to the problem is available, providing, by the at least one processor, the solution to the caller, via the interface, without authenticating the caller; when it is determined that the solution to the problem is not available, requesting, via the interface, additional authentication information from the caller; and verifying, by the at least processor, text entered by the agent matches the recognized spoken words; and in response to detecting a mismatch, alerting the agent, via agent interface, that the mismatch has been detected. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 22)
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20. A non-transitory computer readable medium embodied on computer program product, comprising computer code when executed by at least one processor to:
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sending, via an interface, from an agent to a caller, a request for authentication information for the caller; receiving, in response to the request for authentication information, a plurality of utterances from the caller, the plurality of utterances including a plurality of spoken words; performing, by the at least one processor, speech recognition on the plurality of spoken words to generate text representing the utterances; identifying, by the at least one processor, a context of the utterances, using the text, wherein the context including a particular pattern of the utterances and a particular grammar used in the utterances; determining, by the at least one processor, a problem and location information associated with the caller using the identified context; in response to determining that the caller has not provided expected authentication information in the identified context, determining, by at least one processor, whether a solution to the problem is available based on the location information; when it is determined that the solution to the problem is available, providing, by the at least one processor, the solution to the caller, via the interface, without authenticating the caller; when it is determined that the solution to the problem is not available, requesting, via the interface, additional authentication information from the caller; and verifying, by the at least processor, text entered by the agent matches the recognized spoken words; and in response to detecting a mismatch, alerting the agent, via agent interface, that the mismatch has been detected.
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21. A system, comprising:
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an interface, to send a request for authentication information from an agent to a caller; and
receive, in response to the request for authentication information, a plurality of utterances from the caller, wherein the plurality of utterances including a plurality of spoken words;at least one processor, to perform a speech recognition on the plurality of spoken words to generate text representing the utterances; the at least one processor, to identify a context of the utterances, using the text, wherein the context including a particular pattern of the utterances and a particular grammar used in the utterances; the at least one processor, to determine a problem and location information associated with the caller using the identified text; the at least one processor, in response to determining that the caller has not provided expected authentication information, determining whether a solution to the problem is available based on the location information; when it is determined that the solution to the problem is available, provide, by at least the one processor, the solution to the caller, via the interface, without authenticating the caller; and when it is determined that the solution to the problem is not available, request, via the interface, additional information from the caller; verifying, by the at least processor, text entered by the agent matches the recognized spoken words; and in response to detecting a mismatch, alerting the agent, via agent interface, that the mismatch has been detected.
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Specification