Patent Document ID: 7966187
Application ID: 10673679

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 at an agent workstation; evaluating the at least one voice interaction with at least one automatic speech recognition component adapted to analyze the at least one voice interaction, wherein the at least one voice interaction is divided into viewable panel-level segments and a panel-level time displacement stamp is assigned to each panel of the panel-level segments, wherein each panel-level segment is compared with a corresponding expected text, wherein a confidence level threshold of the automatic speech recognition component is used to evaluate the accuracy of each panel-level segment based on an output of a comparison between each panel-level segment and its corresponding expected text, wherein a score is assigned to each panel-level segment, each score indicating a match accuracy between the panel-level segment to which it is assigned and its assigned panel-level segment's corresponding expected text, wherein the scores are evaluated against a standard, the standard defining a required score for each of the panel-level segments to be declared as a match to their corresponding expected texts; and determining whether the at least one agent has adequately followed the at least one script wherein a set of action rules is applied to the output of the determining, wherein the set of action rules includes a quality assurance action to be taken.

---

Claim 3:
3. The script compliance method of claim 1 , wherein conducting at least one voice interaction includes conducting at least one voice interaction governed by at least one script that includes text corresponding to at least one offer of at least one of goods and services.