Methods and apparatus for audio data monitoring and evaluation using speech recognition
US7076427B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 20, 2003 |
| Grant date | Jul 11, 2006 |
| Priority date | — |
| Expiry date | Oct 20, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present invention relates to audio data monitoring using speech recognition technology. In particular, the present invention uses business rules combined with unrestricted, natural speech recognition to monitor conversations in a customer interaction environment, literally transforming the spoken word to a retrievable data form. Implemented using the VorTecs Integration Platform (VIP), a flexible Computer Telephony Integration base, the present invention enhances quality monitoring by effectively evaluating conversations and initiating actionable events while observing for script adherence, compliance and/or order validation.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.