US 7,249,011 B2 · Methods and apparatus for automatic training using natural language techniques for analysis of queries presented to a trainee and responses from the trainee

Abstract

Techniques for training a call center operator trainee are described. A database contains queries including caller speech providing information to be used in routing a call. Each query is associated with an operator response as well as numerical values produced by analyzing the query and the operator response. A training module presents a query to a trainee and receives the trainee response. The training module compares the trainee response to one or more of the numerical values in the database to determine if the trainee response is consistent with the correct destination for the call. If the trainee response is not consistent with the correct destination, the training module provides guidance to assist the trainee in associating the query with the correct destination.

Claims17

Dependent claims

A system for training a call center operator, comprising:

a database containing queries for presentation to a trainee, each query comprising speech typical of that spoken by a caller to a call center, the speech providing information intended to guide an operator in routing the call, each query being further associated with stored destination information indicating the destination specified by the query;
and
a training module for selecting a query from the database and presenting it to the trainee, the training module being operative to receive a speech response from the trainee, the training module being further operative to interpret the trainee response to determine whether the trainee response indicates the trainee has selected the destination indicated by the destination information and indicate to the trainee whether or not the trainee response is correct.

A method of training a call center operator trainee, comprising:

(a) constructing a database comprising a plurality of entries, each entry comprising speech from a caller to an operator and from an operator to the caller, the speech representing information relevant to a destination to which a call should be routed, the speech from the caller to the operator including a query made by the caller in seeking to inform the operator of the destination to which the call should be routed, the speech from the operator to the caller including a response by the operator informing the caller of the destination to which the operator is routing the call, each entry further comprising numerical values generated by analyzing the speech of the caller and the speech of the operator, the numerical values representing information indicating a destination to which the call should be routed, the numerical values including a query vector produced by analyzing the query and a stored response vector produced by analyzing the operator response as well as a query destination tag identifying the destination indicated by the query, the database further including a destination document for each possible destination to which a call may be routed, the destination document for each destination being produced by analyzing calls routed to that destination;
(b) selecting an entry including a query for presentation to the trainee;
(c) presenting the query to the trainee;
(d) receiving a response from the trainee;
(e) analyzing the response from the trainee to produce a trainee response vector;
(f) comparing the trainee response vector to the stored response vector to determine if the trainee response vector is consistent with the stored response vector;
(g) if the trainee response vector is consistent with the stored response vector, proceeding to step (m);
(h) if the trainee response vector is not consistent with the stored response vector, comparing the trainee response vector with each destination document to determine which destination document most closely matches the trainee response vector;
(i) examining the query destination tag to determine if the trainee response vector matches the correct destination document;
(j) if the trainee response vector matches the correct destination document, proceeding to step (m);
(k) if the trainee response vector does not match the correct destination document, notifying the trainee that his or her response is incorrect;
(l) if training is not complete, returning to step b;
(m) notifying the trainee that his or her response is correct;
and
(n) if training is not complete, returning to step b.

12 more elements

Dependencies are inferred from the claim text.

Methods and apparatus for automatic training using natural language techniques for analysis of queries presented to a trainee and responses from the trainee

Life of this patent

Methods and apparatus for automatic training using natural language techniques for analysis of queries presented to a trainee and responses from the trainee

Life of this patent

Abstract

Claims17