Patent ID: 9299341
Filing Date: 2016-03-29
CPC Classification: G06F,G10L

Claim Text:
1. A method, comprising: conducting at least one voice interaction between at least one agent and at least one client, wherein the at least one agent follows at least one script; providing a plurality of panels that represent a portion of the at least one script; evaluating the at least one voice interaction with at least one automatic speech recognition component; and based on the evaluating, determining whether the at least one agent has adequately followed the at least one script using a computer processor-based rule component; wherein evaluating the at least one interaction includes at least the following: converting the at least one voice interaction into at least one digital signal comprising at least one spectral representation of the at least one voice interaction, comparing the at least one digital signal to at least one reference standard that includes at least one known vocabulary, and matching the at least one digital signal to at least one of words and phrases contained in the at least one reference standard.