Method and apparatus for agent optimization using speech synthesis and recognition
US6771746B2 · kind B2 · utility
42Cited by
9References
16Claims
0Family size
Assignee
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Key dates
| Filing date | May 16, 2002 |
| Grant date | Aug 3, 2004 |
| Priority date | — |
| Expiry date | May 16, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13378
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method of automatic call handling allowing agent optimization in an automatic call distributor using voice recognition and speech synthesis technology. A speech synthesizer takes a script as input and generates speech as output. A prepared script includes speech input for the speech synthesizer. Connect a call with a call contact, speak to the call contact speech generated using the prepared script as input to the speech synthesizer, receive live agent voice input, and recognize agent speech.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.