Data retrieval assistance system and method utilizing a speech recognition system and a live operator
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United States of America Patent
Stats
-
Nov 4, 2003
Grant Date -
Feb 14, 2002
app pub date -
Jun 4, 2001
filing date -
Feb 19, 1999
priority date (Note) -
Expired
status (Latency Note)
Importance
Abstract
A method and apparatus utilizes a personal speech recognition system to enable data retrieval assistance operators to retrieve customer requested information from an information database based upon a voiced inquiry by the operator. Instead of requiring an operator to interpret a calling customer's request and communicate the same to a computer via a number of keyboard strokes, the live operator may submit the same or equivalent inquiry via a voice utterance that is recognized by the searching computer as a searchable inquiry by a speech recognition system, which is preferably trained to recognize the particular voice of the live operator. Only the voice of the live operator needs to be identified by the voice recognition unit, and the incorporation of the voice recognition technology into the system is thus transparent to the requesting customer. Once the appropriate data is found, the information is released to the requester in a conventional manner, automatically, or after a particular voice command is uttered by the live operator to the computer.
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