Script compliance and agent feedback

摘要

Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

主权项

1. A method, comprising:
analyzing, by at least one automatic speech recognition component, at least one voice interaction by at least one agent following at least one script in at least one of a plurality of panels; and determining whether the at least one agent has adequately followed the at least one script based on a score using confidence level thresholds of the least one automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels.