Script compliance and quality assurance based on speech recognition and duration of interaction
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United States of America Patent
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Dec 4, 2012
Grant Date -
N/A
app pub date -
Dec 22, 2011
filing date -
Feb 15, 2001
priority date (Note) -
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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 once 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 other aspects 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.
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