Script compliance using speech recognition

摘要

A system and method for evaluating the compliance of an agent reading a script to a client comprises conducting a voice interaction between the agent and the client wherein the agent follows a script, and dividing data representing a portion of the voice interaction into a plurality of panels after being spoken by the agent, wherein the panels correspond to respective sections of the script, wherein the dividing is based upon timestamps of the panels, and wherein the panels correspond to a single offer of a good or service.

主权项

1. A method, comprising:
storing a voice interaction between an agent and a client, wherein the agent follows a script during the voice interaction with the client, as a voice interaction record in a memory; dividing the voice interaction record into a plurality of panels, wherein the panels correspond to sections of the script and wherein the panels corresponding to an offer of a good or service; determining an output based on the voice interaction between the agent and the client and a comparison between the voice interaction record and a corresponding text record; and evaluating data representing a portion of the voice interaction based on the output to determine, via a confidence level threshold of an least one automatic speech recognition component, a score representing a degree with which the agent followed the script using a rule component.