Employing speech recognition and capturing customer speech to improve customer service
US6915246B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 17, 2001 |
| Grant date | Jul 5, 2005 |
| Priority date | — |
| Expiry date | Jan 6, 2024 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L21/028
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The present invention comprises receiving speech input from two or more speakers, including a first speaker (such as a customer service representative for example); blocking a portion of the speech input that originates from the first speaker; and processing the remaining portion of the speech input with a computer. The blocking and processing are real-time processes, completed during a conversation. One example is a method for de-cluttering speech input for better automatic processing, by removing all but the pertinent words spoken by a customer. Another example is a system for executing methods of the present invention. A third example is a set of instructions on a computer-usable medium, or resident in a computer system, for executing methods of the present invention.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.