Script compliance using speech recognition
US7191133B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Feb 15, 2001 |
| Grant date | Mar 13, 2007 |
| Priority date | — |
| Expiry date | Oct 5, 2022 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/26
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.