METHODS AND APPARATUS FOR AUDIO DATA MONITORING AND EVALUATION USING SPEECH RECOGNITION
Patent №
US 7,076,427
Granted
2006-07-11
Filed 2003
Owner
SER SOLUTIONS, INC.
+2 more
Lab
—
AI components
5
ml · nlp · speech · kr · planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
10687702
The present invention relates to audio data monitoring using speech recognition technology. In particular, the present invention uses business rules combined with unrestricted, natural speech recognition to monitor conversations in a customer interaction environment, literally transforming the spoken word to a retrievable data form. Implemented using the VorTecs Integration Platform (VIP), a flexible Computer Telephony Integration base, the present invention enhances quality monitoring by effectively evaluating conversations and initiating actionable events while observing for script adherence, compliance and/or order validation.
AI classification
Ownership
SER SOLUTIONS, INC.
assignment · 206170045
RINGCENTRAL IP HOLDINGS, INC.
assignment · 588190052
RINGCENTRAL, INC.
assignment · 588210580
Assignors
SCARANO, ROBERT, MARK, LAWRENCE
On an employer assignment, the assignors are typically the inventors.