Adaptive transaction guidance
View Patent ↗A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.
1. A method of guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center, such method comprising the steps of:
recognizing a voice content of the client of the call center and recognizing voice content of the agent;
correlating the recognized voice content with a first goal of the plurality of goals of the call center;
measuring information content differences between the recognized voice content of the client and the recognized voice content of the agent; and
presenting script to the agent of the call center based upon the correlated goal of the call center and adjusting the goals in response to the information content differences.
2. The method of guiding a conversation as in claim 1 further comprising imparting meaning to the recognized voice content of the client and further adjusting the goals in response to the imparted meaning.
3. The method of guiding a conversation as in claim 2 further comprising scrolling the script in response to the recognized voice content of the agent as the agent recites the script to reveal additional scripts.
4. The method of guiding a conversation as in claim 1 further comprising detecting emotion by measuring emotion related parameters in the voice of the client and adjusting the goals in response to detected emotion.
5. The method of guiding a conversation as in claim 4 further comprising comparing a key word content of the recognized voice content of the client with the recognized voice content of the agent.
6. The method of guiding a conversation as in claim 5 further comprising comparing the detected difference in information content with a threshold value.
7. The method of guiding a conversation as in claim 6 further comprising comparing an information content of the conversation with an information content of each goal of the plurality of goals when the detected difference exceeds the threshold value.
8. The method of guiding a conversation as in claim 7 further comprising selecting a goal of the plurality of goals with a closest relative match to the information content of the conversation.
9. The method of guiding a conversation as in claim 8 further comprising comparing key words of the recognized voice content of the client for ambiguities.
10. The method of guiding a conversation as in claim 9 further comprising composing a question to resolve the ambiguity.
11. An apparatus for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center, such apparatus comprising:
means for recognizing a voice content of the client of the call center and for recognizing voice content of the agent;
means for correlating the recognized voice content with a first goal of the plurality of goals of the call center;
means for measuring information content differences between the recognized voice content of the client and the recognized voice content of the agent; and
means for presenting script to the agent of the call center based upon the correlated goal of the call center and for adjusting the goals in response to the information content differences.
12. The apparatus for guiding a conversation as in claim 11 further comprising means for imparting meaning to the recognized voice content of the client and further adjusting the goals in response to the imparted meaning.
13. The apparatus for guiding a conversation as in claim 12 further comprising means for measuring emotion related parameters in the recognized voice content of the client and adjusting the goals in response to the emotion related parameters.
14. The apparatus for guiding a conversation as in claim 13 further comprising means for comparing a key word content of the recognized voice content of the client with the recognized voice content of the agent.
15. The apparatus for guiding a conversation as in claim 11 further comprising means for comparing the information content differences with a threshold value.
16. The apparatus for guiding a conversation as in claim 15 further comprising means for comparing an information content of the conversation with an information content of each goal of the plurality of goals when the detected difference exceeds the threshold value.
17. The apparatus for guiding a conversation as in claim 16 further comprising means for selecting a goal of the plurality of goals with a closest relative match to the information content of the conversation.
18. The apparatus for guiding a conversation as in claim 17 further comprising means for comparing key words of the recognized voice content of the client for ambiguities.
19. The apparatus for guiding a conversation as in claim 18 further comprising means for composing a question to resolve the ambiguity.
20. The apparatus for guiding a conversation as in claim 19 further comprising means for presenting the composed question to the client.
21. An apparatus for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center, such apparatus comprising:
a first speech recognition application adapted to recognize a voice content of the client of the call center and voice content of the agent;
information control processor adapted to correlate the recognized voice content with a first goal of the plurality of goals of the call center, to measure information content differences between the recognized voice content of the client and the recognized voice content of the agent, and to adjust the goals in response to the information content differences; and
a monitor adapted to present script to the agent of the call center based upon the correlated goal of the call center.
22. The apparatus for guiding a conversation as in claim 21 further comprising second speech recognition application adapted to impart meaning to the recognized voice content of the client and further adjust the goals in response to the imparted meaning.
23. The apparatus for guiding a conversation as in claim 22 further comprising a comparison processor adapted to measure emotion related parameters of the recognized voice content of the client and to adjust the goals in response to the emotion related parameters.