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System and method of using speech recognition at call centers to improve their efficiency and customer satisfaction
System and method of using speech recognition at call centers to improve their efficiency and customer satisfaction
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机译:在呼叫中心使用语音识别以提高其效率和客户满意度的系统和方法
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摘要
Disclosed is a method, system and computer program for handing over a communication from a first party to a second party. The method comprises the steps of analyzing an audio communication with said first party for quality; and transcribing to text said audio communication with either a speech recognition function or a shadow or a human transcription service, based on said analyzing. The method comprises the further steps of editing the transcribed text; aligning said text with visual information viewed during said audio communication; and sending said transcribed text along with said visual information to said second party. The preferred embodiment of the invention provides a tool that can be used to great effect in the “Call Handover” scenario.
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