System for and method of automated quality monitoring
AssigneeSER Solutions, Inc.
InventorsLawrence Mark, Geoffrey J. Giordano, Robert Scarano, Kori Lambert
Life of this patent
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Abstract
A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.
Claims10
A system for monitoring a spoken language message comprising:
- an interface operational to capture the spoken language message;
- a speech processor including a parser operational to implement a search expression syntax to decode a search expression into a number of (i) target search phrases and (ii) rules defining required relationships;
- and
- a speech engine operational to search the spoken language message for one or more of said target search phrases and, in response, provides search results identifying a location of any candidate utterances matching said target search phrase together with confidence values indicating a certainty of each of the candidate utterances to corresponding ones of said target search phrases;
- and
- said speech processor responsive to said search expression for identifying one or more of said target search phrases to said speech engine and analyzing said search results to determine whether a condition specified by said search expression is satisfied;
- and
- a rules processor responsive to template imformation for providing enhanced confidence values based on a combination of respective ones of said search phrase confidence values and said template information.
A method of monitoring a spoken language message comprising:
- capturing the spoken language message using an interface;
- parsing, using a search processor, a search expression to implement a search expression syntax and decode said search expression into a number of target search phrases and rules defining required relationships;
- searching, using a speech engine, the spoken language message for said target search phases;
- providing, using the speech processor, search results including identifying a location of any candidate utterances matching the target search phrases together with confidence values indicating a certainty of each of the candidate utterances to corresponding ones of said target search phrases;
- analyzing, using the speech processor, said search results to determine whether a condition specified by said search expression is satisfied;
- and
- providing, using a rules processor responsive to template information, an enhanced confidence value based on a combination of respective ones of said utterance confidence values and said template information.
Dependencies are inferred from the claim text.