Script compliance and quality assurance based on speech recognition and duration of interaction

摘要

Apparatus 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 communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, the duration of a given interaction can be analyzed, either apart from or in combination with the script compliance analysis above, to seek to identify instances of agent non-compliance, of fraud, or of quality-analysis issues.

主权项

1. A method, comprising:
determining, by a processor, whether at least one agent has followed at least one script relating to an automatic speech recognition component's ability to analyze at least one voice interaction between the at least one agent and at least one client; and dispositioning at least one interaction, wherein the at least one agent reads the at least one script to the at least one client, based on a comparison of a duration of the at least one interaction to an expected duration parameter associated with the at least one interaction, wherein the dispositioning comprises indicating the at least one interaction as potentially fraudulent if the duration is outside of an expected duration.