Patent Document ID: 7664641
Application ID: 10668678

Base Claim:
1. A method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following: conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the at least one script; evaluating, by a processor, the at least one voice interaction with an automatic speech recognition component, having a confidence level threshold including supplying audio files in real time of at least one voice interaction and/or recording the at least one voice interaction and supplying the files to the automatic speech recognition component, adapted to analyze the at least one voice interaction; and determining, by the processor, whether the at least one agent has adequately followed, based on the confidence-level threshold relating to the automatic speech recognition component's ability to analyze the at least one voice interaction, the at least one script based on a plurality of first scores related to respective portions of the at least one voice interaction and based on a second score related to an overall compliance with the at least one voice interaction, wherein at least one of the first scores and the second score are different for their respective portions of the at least one voice interaction; dispositioning at least one interaction, wherein the at least one agent reads at least one script to the at least one client, based at least in part on comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.

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Claim 2:
2. The method of claim 1 , wherein conducting at least one voice interaction includes conducting at least one voice interaction involving a telemarketing agent.