Use of speech recognition engine to track and manage live call center calls
US8130937B1 · kind B1 · utility
13Cited by
7References
12Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 21, 2005 |
| Grant date | Mar 6, 2012 |
| Priority date | — |
| Expiry date | Jun 24, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2250/74
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A speech recognition engine monitors live call center calls between live callers and live operators and detects that certain key words are spoken. The detected key words can then be used as a basis to identify issues that are raised in the call, so as to facilitate (i) generation of statistical reports regarding call center call issues and (ii) real-time assistance of the call center operator, such as directing the call center operator to ask certain questions or take certain other actions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.