Data processing: speech signal processing – linguistics – language – Linguistics – Translation machine
Reexamination Certificate
2007-07-24
2007-07-24
Dorvil, Richemond (Department: 2626)
Data processing: speech signal processing, linguistics, language
Linguistics
Translation machine
C270S052160, C270S052160, C270S052160
Reexamination Certificate
active
10217177
ABSTRACT:
Techniques for training a call center operator trainee are described. A database contains queries including caller speech providing information to be used in routing a call. Each query is associated with an operator response as well as numerical values produced by analyzing the query and the operator response. A training module presents a query to a trainee and receives the trainee response. The training module compares the trainee response to one or more of the numerical values in the database to determine if the trainee response is consistent with the correct destination for the call. If the trainee response is not consistent with the correct destination, the training module provides guidance to assist the trainee in associating the query with the correct destination.
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Chou Wu
Erhart George W.
Matula Valentine C.
Sinder Daniel J.
Avaya Technology Corp.
Dorvil Richemond
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