Patent Document ID: 8725518
Application ID: 11411764

Base Claim:
1. A system for providing quality management related to an accent of a call responder handling a call in a contact center, comprising: a statistical model database with statistical accent models, each statistical accent model associated with an accent, based on accent related details from collections of speech instances that are further normalized relative to differences therebetween for accent conformity, and with a model accent score representing the conformity of the statistical accent model to the associated accent, and created from speech data; a recording system for recordings a speech sample of a call responder having a call responder accent; a speech analysis system for receiving said speech sample; associating a score with the call responder accent by analyzing said speech sample relative to the statistical accent models in said statistical model database, and indicating a specific model of the statistical accent models to which the speech sample is closest, and automatically amending in said speech sample by replacement waveforms, sections determined as having known errors, whereby the amended speech sample replaces said speech sample to conform to the specific accent model; and providing during the call conducted by the call responder an immediate visual feedback indicating the level of deviation of the agent from the required accent.

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Claim 7:
7. The system of claim 1 , wherein the statistical accent models are created using at least one feature selected from the group consisting of: phonology, acoustic phonetics, and phonotactics.