Script compliance using speech recognition
View Patent ↗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.
1. A method, comprising:
storing a voice interaction between an agent and a client, wherein the agent follows a script during the voice interaction with the client, as a voice interaction record in a memory;
dividing the voice interaction record into a plurality of panels, wherein the panels correspond to sections of the script and wherein the panels corresponding to an offer of a good or service;
determining an output based on the voice interaction between the agent and the client and a comparison between the voice interaction record and a corresponding text record; and
evaluating data representing a portion of the voice interaction based on the output to determine, via a confidence level threshold of an least one automatic speech recognition component, a score representing a degree with which the agent followed the script using a rule component.
2. The method of claim 1 wherein said agent is a telemarketing agent.
3. The method of claim 2 wherein said script includes an offer of goods or services.
4. The method of claim 1 wherein said voice interaction is carried on a communications network.
5. The method of claim 4 wherein said communications network is a publicly switched telephone network (PSTN).
6. The method of claim 4 wherein said communications network is an internet-based network.
7. The method of claim 4 wherein said communications network includes a wireless component.
8. The method of claim 4 , wherein said voice interaction is a telephone call.
9. The method of claim 8 , wherein said telephone call is initiated by said client.
10. The method of claim 1 comprising evaluating the voice interaction with the automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script, wherein said evaluating step includes at least one of a following step:
converting said voice interaction into a digital signal comprising a spectral representation of said voice interaction;
comparing said digital signal to a reference standard comprising a known vocabulary; and
matching said digital signal to words and phrases contained in said reference standard.
11. The method of claim 1 comprising the further step of:
performing an action based upon a determination obtained from an evaluating step.
12. The method of claim 11 , wherein said performing an action step comprises transmitting a signal to said agent corresponding to said determination.
13. The method of claim 11 , wherein said performing an action step comprises transmitting a signal to a reviewing authority corresponding to said determination.
14. The method of claim 11 , wherein said performing an action step comprises causing an entry to be made in a script compliance incentive system.
15. The method of claim 11 comprising the further step of:
reviewing the determination of whether the agent has adequately followed the script.
16. The method of claim 15 , wherein said determination of whether the agent has adequately followed the script is a score assigned by the automatic speech recognition component.
17. The method of claim 16 , wherein the voice interaction comprises a plurality of panels and a score is assigned to each panel by the automatic speech recognition component.
18. A system, comprising:
at least one agent workstation configured to store a voice interaction between an agent and a client, wherein the agent follows a script during the voice interaction with the client, as a voice interaction record in a memory;
an automatic speech recognition module configured to:
divide the voice interaction record into a plurality of panels, wherein the panels correspond to sections of the script and wherein the panels correspond to an offer of a good or service;
determine an output based on the voice interaction between the agent and the client and a comparison between the voice interaction record and a corresponding text record; and
evaluate data representing a portion of the voice interaction based on the output to determine, via a confidence level threshold of an least one automatic speech recognition component of the speech recognition module, a score that represents a degree with which the agent followed the script using a rule component.
19. The system of claim 18 wherein said voice communication occurs via a long distance telephone network.
20. The system of claim 18 wherein said voice communication occurs via an internet-based network.
21. The system of claim 18 further comprising a call center including a plurality of agent workstations.
22. The system of claim 21 wherein each said agent workstation includes a telephone and a computer terminal.
23. The system of claim 21 wherein said agent is a telemarketing agent.
24. The system of claim 21 wherein said agent is a customer service agent.
25. The system of claim 18 wherein said one or more actions comprises transmitting a signal to said agent corresponding to said determination.
26. The system of claim 18 wherein said one or more actions comprises transmitting a signal to a reviewing authority corresponding to said determination.
27. The system of claim 18 wherein said one or more actions comprises causing an entry to be made in a script compliance incentive system.