METHOD AND SYSTEM FOR OPTIMISING ONLINE ERGONOMICS OF A VOICE RECOGNITION PROCEDURE IN A TELEPHONE CALL CENTRE

摘要

The speech recognition ergonomics optimisation has a call centre (11) processing incoming calls (3,4,5) with different competence levels. The call centre has a unit (7) processing data from callers and their request. The interface is carried out interfacing (6) the calls at a level 1, carrying out speech recognition (7a) at a level 2, and processing the data at a level 3. The ergonomics are derived from the three levels of information.