Patent ID: 8489401

Claim:
A method for evaluating the compliance of an agent reading a script to a client using a speech recognition module comprising the steps of: conducting a voice interaction between the agent and the client wherein the agent follows a script during a call with the client, automatically receiving information relating to the call, the information comprising at least one of customer information and product information; storing the voice interaction as a voice interaction record in a memory; retrieving the voice interaction record; dividing the voice interaction record into a plurality of panels, wherein the panels correspond to respective sections of the script, wherein the dividing is based upon timestamps of the panels, and wherein the panels corresponding to a single 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 of the speech recognition module, a score representing a degree with which the agent followed the script using a rule component.