QUALITY OF SERVICE ENSURING CALL ROUTING SYSTEM USING AGENTS AND AUTOMATIC SPEECH RECONITION ENGING AND METHOD THEREOF

摘要

The present invention relates to an agent with guaranteed quality speech recognition engine using the call routing system and method. The call routing system includes a speech recognition engine, a first terminal for the agent group, the second group of agents for the terminal, and IVR server. Voice recognition engine and outputs the character information and the speech recognition result corresponding to the customer recognition of the speech. The first group of agents for the terminal is to be recognized agent of the first agent group story-telling voice recording files smaller than the reference value if the customer is a result of voice recognition performed by the speech recognition engine preset. First and second group of agents handsets when the recognition by the agents of the first group of agents has failed, is to speak with the customer agents of the second agent group story-telling to an agent of a second group of agents directly to the customer's voice to recognize . IVR server controls the speech recognition engine, the first agent and the second agent terminal group for the terminal group, and provides the information requested by the customer. According to the present invention, the speech recognition result can be that the agent is less than the reference value which have been set up in advance to minimize customer complaints due to failure speech recognition voice recognition service by addressing them. ; Speech recognition engine, exchange, call distribution, IVR server, agent, TTS servers, CTI