System and Method for Determining the Compliance of Agent Scripts

摘要

Systems and methods of script identification in audio data obtained from audio data. The audio data is segmented into a plurality of utterances. A script model representative of a script text is obtained. The plurality of utterances are decoded with the script model. A determination is made if the script text occurred in the audio data.

主权项

1. A method of script identification in audio data, the method comprising:
obtaining audio data; segmenting the audio data into a plurality of utterances; obtaining a script model representative of a script text; decoding the plurality of utterances by applying the script model to the plurality of utterances; determining if the script text occurred in the audio data from the decoded plurality of utterances; applying speech analytics to the plurality of utterances to identify at least one event; upon identification of the at least one event selecting the script model based upon the identified at least one event; and decoding a subset of the plurality of utterances occurring after the identified at least one event with the selected script model, wherein decoding the plurality of utterances comprises applying a plurality of script models to the plurality of utterances and producing an indication of script models identified in the plurality of data.