Invention Grant
- Patent Title: Script compliance using speech recognition
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Application No.: US11675738Application Date: 2007-02-16
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Publication No.: US08489401B1Publication Date: 2013-07-16
- Inventor: Mark J. Pettay
- Applicant: Mark J. Pettay
- Applicant Address: US NE Omaha
- Assignee: West Corporation
- Current Assignee: West Corporation
- Current Assignee Address: US NE Omaha
- Main IPC: G10L21/00
- IPC: G10L21/00 ; G10L15/26

Abstract:
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.
Information query