Employing speech recognition and capturing customer speech to improve customer service
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United States of America Patent
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Jul 5, 2005
Grant Date -
Jun 19, 2003
app pub date -
Dec 17, 2001
filing date -
Dec 17, 2001
priority date (Note) -
In Force
status (Latency Note)
Importance
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.
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