Integrated testing platform for contact centres
    3.
    发明授权
    Integrated testing platform for contact centres 有权
    联络中心综合测试平台

    公开(公告)号:US08625772B2

    公开(公告)日:2014-01-07

    申请号:US12644343

    申请日:2009-12-22

    申请人: Alok Kulkarni

    发明人: Alok Kulkarni

    IPC分类号: H04M3/00 H04M3/42

    摘要: A contact center (120) is desirably tested for operating performance by simulating calls in the contact center (120) in an automated manner. Simulation of calls is achieved with the use of virtual agents that mimic the behavior of human agents that ordinarily deal with caller enquiries in a contact center (120). A set of virtual agents, which can mirror their human counterparts, can be generated and assigned activities and behaviors that simulate the behavior of human agents. These virtual agents can thus be enlisted in testing campaigns placed within the contact center (120), and assigned to answer calls as if they were in fact human agents, in accordance with the usual operation of the contact center environment.

    摘要翻译: 期望通过以自动方式模拟联络中心(120)中的呼叫来测试联络中心(120)的操作性能。 通过使用虚拟代理来实现呼叫的模拟,虚拟代理模拟通常在联络中心处理呼叫者查询的人类代理的行为(120)。 可以生成一组可以反映其人类对象的虚拟代理,并分配模拟人类行为行为的活动和行为。 因此,这些虚拟代理可以参与放置在联络中心(120)内的测试活动,并根据联络中心环境的通常操作被分配为应答呼叫,好像它们实际上是人类代理人。

    SYSTEM AND METHOD FOR AUTOMATED ADAPTATION AND IMPROVEMENT OF SPEAKER AUTHENTICATION IN A VOICE BIOMETRIC SYSTEM ENVIRONMENT

    公开(公告)号:US20140039897A1

    公开(公告)日:2014-02-06

    申请号:US13567089

    申请日:2012-08-06

    申请人: Alok Kulkarni

    发明人: Alok Kulkarni

    IPC分类号: G10L17/00

    CPC分类号: G10L17/22 G10L17/04

    摘要: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.