发明名称 |
System and method of using speech recognition at call centers to improve their efficiency and customer satisfaction |
摘要 |
Disclosed is a method, system and computer program for handing over a communication from a first party to a second party. The method comprises the steps of analyzing an audio communication with said first party for quality; and transcribing to text said audio communication with either a speech recognition function or a shadow or a human transcription service, based on said analyzing. The method comprises the further steps of editing the transcribed text; aligning said text with visual information viewed during said audio communication; and sending said transcribed text along with said visual information to said second party. The preferred embodiment of the invention provides a tool that can be used to great effect in the "Call Handover" scenario.
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申请公布号 |
US2006072727(A1) |
申请公布日期 |
2006.04.06 |
申请号 |
US20040954785 |
申请日期 |
2004.09.30 |
申请人 |
INTERNATIONAL BUSINESS MACHINES CORPORATION |
发明人 |
BANTZ DAVID F.;BASSON SARA H.;KANEVSKY DIMITRI;SHEA DENNIS G.;WEST FRANCES W. |
分类号 |
H04M3/42 |
主分类号 |
H04M3/42 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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