Data processing: speech signal processing – linguistics – language – Speech signal processing – Application
Reexamination Certificate
2003-09-24
2010-06-15
Wozniak, James S (Department: 2626)
Data processing: speech signal processing, linguistics, language
Speech signal processing
Application
C704S235000, C704S270100, C379S265060, C705S014270
Reexamination Certificate
active
07739115
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, feedback in the form of voice records of portions of interactions that the agent handled deficiently, voice records containing recommended improvements to such interactions, as well as supplemental information can be transmitted to the agent.
REFERENCES:
patent: 3261916 (1966-07-01), Raimo Bakis
patent: 3752904 (1973-08-01), Waterbury
patent: 4052568 (1977-10-01), Jankowski
patent: 4752676 (1988-06-01), Leonard
patent: 4860360 (1989-08-01), Boggs
patent: 4993068 (1991-02-01), Piosenka
patent: 5153918 (1992-10-01), Tuai
patent: 5218668 (1993-06-01), Higgins et al.
patent: 5287429 (1994-02-01), Watanabe
patent: 5412727 (1995-05-01), Drexler
patent: 5414755 (1995-05-01), Bahler
patent: 5434949 (1995-07-01), Jeong
patent: 5465317 (1995-11-01), Epstein
patent: 5504805 (1996-04-01), Lee
patent: 5513250 (1996-04-01), McAllister
patent: 5535261 (1996-07-01), Brown et al.
patent: 5581630 (1996-12-01), Bonneau
patent: 5613037 (1997-03-01), Sukkar
patent: 5623539 (1997-04-01), Bassenyemukasa
patent: 5625748 (1997-04-01), McDonough et al.
patent: 5634086 (1997-05-01), Rtischev
patent: 5638430 (1997-06-01), Hogan
patent: 5664050 (1997-09-01), Lyberg
patent: 5666157 (1997-09-01), Aviv
patent: 5758322 (1998-05-01), Rongley
patent: 5819029 (1998-10-01), Edwards
patent: 5826240 (1998-10-01), Brockman et al.
patent: 5838768 (1998-11-01), Sumar
patent: 5842163 (1998-11-01), Weintraub
patent: 5862325 (1999-01-01), Reed
patent: 5867559 (1999-02-01), Jorgensen et al.
patent: 5872834 (1999-02-01), Teitelbaum
patent: 5884262 (1999-03-01), Wise
patent: 5895447 (1999-04-01), Ittycheriah et al.
patent: 5903225 (1999-05-01), Schmitt
patent: 5915001 (1999-06-01), Uppaluru
patent: 5920838 (1999-07-01), Mostow et al.
patent: 5940476 (1999-08-01), Morganstein
patent: 5951646 (1999-09-01), Brandon
patent: 5987155 (1999-11-01), Dunn
patent: 6011858 (2000-01-01), Stock
patent: RE36580 (2000-02-01), Bogosian
patent: 6038334 (2000-03-01), Hamid
patent: 6049602 (2000-04-01), Foladare
patent: 6055513 (2000-04-01), Katz et al.
patent: 6058303 (2000-05-01), Astrom
patent: 6058363 (2000-05-01), Ramalingam
patent: 6064963 (2000-05-01), Gainsboro
patent: 6070241 (2000-05-01), Edwards
patent: 6084967 (2000-07-01), Kennedy
patent: 6091835 (2000-07-01), Smithies
patent: 6092192 (2000-07-01), Kanevsky
patent: 6094476 (2000-07-01), Hunt
patent: 6100891 (2000-08-01), Thorne
patent: 6115683 (2000-09-01), Burstein et al.
patent: 6115693 (2000-09-01), McDonough et al.
patent: 6119084 (2000-09-01), Roberts
patent: 6125356 (2000-09-01), Brockman et al.
patent: 6144938 (2000-11-01), Surace
patent: 6149056 (2000-11-01), Stinson
patent: 6163768 (2000-12-01), Sherwood et al.
patent: 6167255 (2000-12-01), Kennedy, III
patent: 6167517 (2000-12-01), Gilchrist
patent: 6243684 (2001-06-01), Stuart et al.
patent: 6263049 (2001-07-01), Kuhn
patent: 6266640 (2001-07-01), Fromm
patent: 6275940 (2001-08-01), Edwards
patent: 6324282 (2001-11-01), McIllwaine et al.
patent: 6359971 (2002-03-01), Haimi-Cohen
patent: 6370508 (2002-04-01), Beck
patent: 6377928 (2002-04-01), Saxena et al.
patent: 6385304 (2002-05-01), Hunt et al.
patent: 6401066 (2002-06-01), McIntosh
patent: 6501956 (2002-12-01), Weeren
patent: 6567787 (2003-05-01), Walker et al.
patent: 6604075 (2003-08-01), Brown
patent: 6650736 (2003-11-01), Unger
patent: 6724887 (2004-04-01), Eilbacher et al.
patent: 6738740 (2004-05-01), Barash
patent: 6868154 (2005-03-01), Stuart
patent: 6910072 (2005-06-01), Macleod Beck et al.
patent: 6947892 (2005-09-01), Bauer et al.
patent: 6970821 (2005-11-01), Shambaugh et al.
patent: 6973428 (2005-12-01), Boguraev et al.
patent: 7076427 (2006-07-01), Scarano et al.
patent: 7203285 (2007-04-01), Blair
patent: 2001/0014143 (2001-08-01), Kuhn
patent: 2003/0007612 (2003-01-01), Garcia
patent: 2003/0147509 (2003-08-01), LaVelle
patent: 2003/0154072 (2003-08-01), Young et al.
patent: WO94/21084 (1994-09-01), None
patent: WO 9421084 (1994-09-01), None
patent: WO 01/52510 (2001-07-01), None
VoicePrint Security for Credit Cards, IBM Technical Disclosure Bulletin, Jan. 1994, pp. 189-190, vol. 37, publication No. 2B. (cited in parent).
PriceInteractive Launches Most Reliable Anti-Slamming Service New Enhanced Third Party Verification (TM) Solutions Cut Carrier Costs By More Than Half, PR Newsire via NewsEdge Corporation, Jul. 1, 1999. (cited in parent).
Fast Talk Communications, Fast-Talk and VorTecs Join Forces to Unveil New Quality Management Solution, Press Release, www.fast-talk.com, Oct. 24, 2001.
CMP Media, SER Acquires VorTecs, Move Adds CTI and Speech Rec to SER's Outbound Capabilities, www.cconvergence.ocm, Mar. 27, 2003.
CMP Media, Enhanced Quality Monitoring Tools, VorTecs Has Integrated Fast-Talk's Phonetic Search Engine Into its Spot It! and Mine It! Software Applications, www.cconvergence.com, Nov. 12, 2002.
Roy Twersky, How Speech Analytics Solutions Help Telemarketers and Contact Centers, www.utopy.com, Aug. 11, 2003.
Hill, Kimberly, Autonomy Digs Into Contact-Center Market, www.crmdaily.com, May 20, 2003.
VoiceLog, VoiceLog Announces Web Interface for Verification Retrievals and Audio Playback, Press Release, www.voicelog.com.
VoiceLog, VoiceLog Announces Dual Channel Recording New System Enhances Fraud Protection for Third Party Verification, Press Release, www.voicelog.com, Jan. 4, 2000.
VoiceLog, VoiceLog Goes To the End of the Earth to Review Third Party Verification, Press Release, www.voicelog.com, Feb. 29, 2000.
VoiceLog, VoiceLog Announces Inbound That Delivers, Press Release, www.voicelog.com, Oct. 2, 2000.
VoiceLog, VoiceLog Announces “Pay As You Go” Call Logging, Press Release, www.voicelog.com, Jun. 26, 2003.
McKay, Jason P., Cyber Calling Cards, www.commweb.com, Jan. 22, 2001.
NICE Systems, NiceLog, www.nice.com, 2001.
Witness Systems, Witness Systems Helps Improve Customer Service for Contact Centers Deploying Thin Client Architectures, Press Release, Mar. 6, 2001.
Pettay Mark J.
Vacek Jill M.
West Corporation
Wozniak James S
LandOfFree
Script compliance and agent feedback does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Script compliance and agent feedback, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Script compliance and agent feedback will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4193422