Data processing: speech signal processing – linguistics – language – Speech signal processing – Application
Reexamination Certificate
2007-03-13
2007-03-13
Hudspeth, David (Department: 2626)
Data processing: speech signal processing, linguistics, language
Speech signal processing
Application
C704S235000, C379S265060, C705S014270
Reexamination Certificate
active
09785048
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 a second aspect 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.
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Hudspeth David
West Corporation
Wozniak James S.
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