Script compliance using speech recognition

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United States of America Patent

PATENT NO 8489401
SERIAL NO

11675738

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Abstract

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A system and method for evaluating the compliance of an agent reading a script to a client comprises conducting a voice interaction between the agent and the client wherein the agent follows a script, and dividing data representing a portion of the voice interaction into a plurality of panels after being spoken by the agent, wherein the panels correspond to respective sections of the script, wherein the dividing is based upon timestamps of the panels, and wherein the panels correspond to a single offer of a good or service.

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Patent Owner(s)

  • ALORICA BUSINESS SOLUTIONS, LLC

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Pettay, Mark J Omaha, US 54 649

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