Management system for using speech analytics to enhance contact center agent conformance

摘要

A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.

主权项

1. A system for enforcing compliance by an agent in a call center comprising:
a call handler and a speech analytics component, wherein the call handler is configured to process a first call leg to a remote party, a second call leg to the agent, and a third call leg to the speech analytics component, and the call handler comprises an application programming interface and a first processor executing a call processing logic script configured to:
receive a first event notification at the application programming interface from the speech analytics component, the first event notification signifying detection of a first keyword from a first keyword set in speech from the remote party associated with the third call leg,receive a second event notification at the application programming interface from the speech analytics component after receiving the first event notification, the second event notification signifying detection of a second keyword from a second keyword set in speech from the agent associated with the third call leg, andperform an action indicated by the call processing logic script in conjunction with receiving the second event notification and the first event notification; and wherein the speech analytics component comprises a second processor configured to receive the third call leg from the call handler and execute a control logic script configured to:
analyze the speech from the remote party on the third call leg using the first keyword set,transmit the first event notification to the application programming interface if the first keyword from the first keyword set is detected in the speech from the remote party,analyze the speech from the agent on the third call leg using the second keyword set, andtransmit the second event notification to the application programming interface if the second keyword from the second keyword set is detected in the speech from the agent.