Data processing: speech signal processing – linguistics – language – Speech signal processing – Recognition
Reexamination Certificate
2003-09-23
2010-02-16
Dorvil, Richemond (Department: 2626)
Data processing: speech signal processing, linguistics, language
Speech signal processing
Recognition
C704S246000, C704S270100, C704S273000, C704S274000, C704S275000
Reexamination Certificate
active
07664641
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, the duration of a given interaction can be analyzed, either apart from or in combination with the script compliance analysis above, to seek to identify instances of agent non-compliance, of fraud, or of quality-analysis issues.
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Narke Fonda J.
Pettay Mark J.
Cyr Leonard Saint
Dorvil Richemond
West Corporation
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