SPEECH ANALYSIS AND EVALUATION SYSTEM AND METHOD

摘要

A speech analysis and evaluation system and method where behavioral and conversational features of successful customer representatives are determined. Reference models are obtained by analyzing the voices of the successful customer representatives. A successful customer representative is the one that increases customer's satisfaction as a result of a conversation with a customer. Reference models that are generated by analyzing the voices of successful customer representatives are used for recruitment and training purposes.

主权项

1. A speech analysis and evaluation system comprising:
at least one recording unit which records the conversations of a customer representative with a customer; at least one voice database where the voices from a voice recording unit are stored; a decomposition module for choosing the conversations in the voice database which are considered successful according to the customer satisfaction; at least one special voice database where the chosen conversations are recorded; at least one analysis module which calculates the operation-specific evaluation parameters by analyzing the conversations stored on the special voice database and generates a plurality of reference models appropriate for these parameters; at least one reference model database for storing the reference models generated by the analysis module; at least one evaluation module for evaluating the new conversations by comparing them to the reference models; at least one transmission unit for sending the evaluation results;