Voice recognition system and call evaluation setting method
AssigneeHitachi Information & Telecommunication Engineering, Ltd.
InventorsYuko KANETSUKI, Takashi SUGIYAMA, Terumi SAITO
Life of this patent
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Abstract
An evaluation criterion for a call performed between an operator and a customer is set without taking time and effort. A voice recognition system includes a call recording unit that records a call performed between a customer and an operator, a voice recognition unit that recognizes the call recorded by the call recording unit and a value of non-verbal information indicating a feature of a calling party in the call and accumulates a recognized result in a storage unit, and a voice recognition result managing unit that sets a reference value for evaluating the calling party on the basis of the value of the non-verbal information included in the recognized result.
Claims8
A voice recognition system, comprising:
- a call recording unit that records a call performed between a customer and an operator;
- a voice recognition unit that recognizes the call recorded by the call recording unit and a value of non-verbal information indicating a feature of a calling party in the call and accumulates a recognized result in a storage unit;
- and
- a voice recognition result managing unit that sets a reference value for evaluating the calling party on the basis of the value of the non-verbal information included in the recognized result.
A call evaluation setting method, comprising:
- recording, by a call recording unit, a call performed between a customer and an operator;
- recognizing, by a voice recognition unit, the recorded call and a value of non-verbal information indicating a feature of a calling party in the call and accumulating a recognized result in a storage unit;
- and
- setting, by a voice recognition result managing unit, a reference value for evaluating the calling party on the basis of the value of the non-verbal information included in the recognized result.
Dependencies are inferred from the claim text.