Invention Grant
- Patent Title: Script compliance and agent feedback
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Application No.: US15342482Application Date: 2016-11-03
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Publication No.: US09729717B1Publication Date: 2017-08-08
- Inventor: Mark J. Pettay , Jill M. Vacek
- Applicant: ALORICA BUSINESS SOLUTIONS, LLC
- Applicant Address: US CA Irvine
- Assignee: ALORICA BUSINESS SOLUTIONS, LLC
- Current Assignee: ALORICA BUSINESS SOLUTIONS, LLC
- Current Assignee Address: US CA Irvine
- Main IPC: H04M3/51
- IPC: H04M3/51 ; G10L15/26 ; G10L21/00 ; G10L25/51

Abstract:
Systems 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 one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.
Information query