Data processing: speech signal processing – linguistics – language – Speech signal processing – Application
Reexamination Certificate
2006-07-11
2006-07-11
Harper, V. Paul (Department: 2654)
Data processing: speech signal processing, linguistics, language
Speech signal processing
Application
C704S251000, C379S265060
Reexamination Certificate
active
07076427
ABSTRACT:
The present invention relates to audio data monitoring using speech recognition technology. In particular, the present invention uses business rules combined with unrestricted, natural speech recognition to monitor conversations in a customer interaction environment, literally transforming the spoken word to a retrievable data form. Implemented using the VorTecs Integration Platform (VIP), a flexible Computer Telephony Integration base, the present invention enhances quality monitoring by effectively evaluating conversations and initiating actionable events while observing for script adherence, compliance and/or order validation.
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Mark Lawrence
Scarano Robert
Fulbright & Jaworski LLP
Harper V. Paul
SER Solutions, Inc.
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