Computer-Implemented System And Method For Quantitatively Assessing Vocal Behavioral Risk

摘要

Engaging persona candidates are provided with a skills assessment that includes vocal behavior. Each candidate provides both scripted and spontaneous answers to questions in a situational setting that closely matches the daily demands of the customer support industry. Samples of the candidate's speech are evaluated to identify distinct voice cues that qualitatively describe speech characteristics, which are scored based on the candidate's spoken performance. One or more of the voice cues are mapped to phonetic analytics that quantitatively describe vocal behavior. Each voice cue also has an assigned weight. The voice cue scores for each phonetic analytic are multiplied by their assigned weights and added together to form a weighted phonetic analytic, which is then used to form a part of the vocal behavior risk assessments.

主权项

1. A computer-implemented system for quantitatively assessing vocal behavioral risk, comprising:
a database configured to store:
a plurality of vocal cues that qualitatively describe speech characteristics and phonetic analytics that quantitatively describe vocal behavior; andspoken voice samples provided by an engaging persona candidate; a processor and a memory configured to store code executable by the processor and comprising:
a mapping module configured to map one or more of the voice cues to each phonetic analytic and to assign a weight to each of the mapped voice cues;a scoring module configured to assemble scores assigned to the spoken voice samples for each of the voice cues and calculate the phonetic analytics as a function of the scores for each mapped voice cue and the mapped voice cue's assigned weight; anda vocal behavior risk assessment formed from the phonetic analytics.