Patent Document ID: 8811593
Application ID: 14018010

Base Claim:
1. A computerized method for decoding speech exchanged between an agent operating through a call center and a customer over a telecommunications network during a responsive agent-customer communicative event, the agent and customer speech represented by digital voice data passing over said telecommunications network through a computer system at said call center, the method comprising: establishing, prior to said communicative event, a basic Q&A question and responsive answer database with a plurality of question and answer records therein, said basic Q&A database having a plurality of basic key words therein and a plurality of basic key word phrases therein which words and phrases are found within said plurality of question and answer records, each question and answer having associated therewith a unique combination of one or more basic key words or phrases such that each said unique combination corresponds to a single question and answer, each respective basic key word and phrase further associated with corresponding speech recognition data; providing said call center with a speech decoder communicatively coupled to said call center computer, said basic Q&A database and said telecommunications network; effecting the display to said agent of an initial training set of either (a) an initial plurality of questions and responsive answers or (b) an initial plurality of basic key words and phrases for corresponding questions and responsive answers; capturing and storing, in an agent's key word and phrase database, the agent's response to the displayed initial training set as agent key speech data; associating said agent key speech data with said basic key words and phrases and corresponding questions and answers in said basic Q&A database; during the communicative event between said agent and said customer, decoding real time agent speech by recognizing a match between the real time speech data and either (a) said speech recognition data corresponding to said basic key words and phrases in said Q&A database or (b) said agent key word and phrase database; wherein both said basic key words and phrases and said agent key speech data is associated with corresponding questions and answers in said basic Q&A database; and effecting a real time display of the associated corresponding questions and answers from the Q&A database for the real time agent speech; wherein the communicative event results in either a non-specific event or a sales event or a customer satisfaction event based upon the customer's conclusory acts, the method including: monitoring a plurality of agent-customer communicative events and summing the number of sales events and customer satisfaction events from the monitored agent-customer communicative events; determining when the sum exceeds a predetermined value; and selecting questions and answers from the Q&A database which correspond to said sales events and customer satisfaction events; further selecting said agent key speech data associated with the selected questions and answers; and integrating the further agent key speech data into said basic Q&A database as part of said speech recognition data corresponding to said selected questions and answers.

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Claim 3:
3. The computerized method for decoding speech as claimed in claim 1 wherein the association of agent key speech data with said basic key words and phrases utilizing said speech decoder to recognize a match between the captured agent's response and said basic key words and phrases.