Patent Document ID: 9412362
Application ID: 14319847

Base Claim:
1. A method of script identification in audio data, the method comprising: obtaining audio data segmenting the audio data into a plurality of utterances; obtaining a script model representative of a script text: decoding the plurality of utterances by applying the script model to the plurality of utterances; determining if the script text occurred in the audio data from the decoded plurality of utterances; applying speech analytics to the plurality of utterances to identify at least one event; upon identification of the at least one event selecting, the script model based upon the identified at least one event; and decoding a subset of the plurality of utterances occurring, after the identified at least one event with the selected script model; filtering the plurality of utterances to include only utterances attributed to a customer service agent; extracting acoustic features from the filtered plurality of utterances; using the extracted acoustic features in decoding the plurality of utterances; determine if the audio data is non-compliant; and if so, initiate at least one remedial action that is selected from a graphical display to present on screen guidance to a customer service agent.

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Claim 3:
3. The method of claim 1 , wherein if the script text is determined to have occurred in the audio data, further comprising: transcribing the utterance containing the script to produce an utterance transcription; comparing the script text to the utterance transcription; determining a script accuracy.