Identification of Non-Compliant Interactions

摘要

A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

主权项

1. A method of evaluating scripts in an interpersonal communication, the method comprising:
monitoring a customer service interaction; identifying at least one portion of a script in the customer service interaction; determining at least one script requirement from the customer service interaction; determining if the identified at least one portion of a script meets the at least one script requirement; and generating an alert indicating that the customer service interaction is non-compliant with an expected script if the identified at least one portion of a script does not meet the at least one script requirement.