Automated Conversation Quality Measurement System
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Solution Overview
Problem
Current methods for evaluating conversation quality in call centers are subjective and costly, making it difficult to optimize customer satisfaction and employee performance effectively.
Innovation Solution
A system and method for measuring conversation quality using a conversion device to digitize voice signals, a detection device to recognize predetermined reference speech signals, and a comparator to determine matches, with an output device for objective evaluation, enabling automated and precise assessment of conversations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual auditing by listening to conversations is used, then evaluation can be performed, but it is very subjective and associated with high personnel costs
Solution Approach 1:
The patent replaces the manual mechanical process of listening and evaluating conversations with an automated digital system. The conversion device converts analog voice signals to digital signals, the detection device automatically recognizes reference speech signals using pattern recognition algorithms, and the comparator device objectively compares digital signals with reference signals. This substitution eliminates subjective human evaluation while providing precise, consistent measurement of conversation quality.
2Productivity
If manual auditing is used to evaluate conversations, then quality assessment can be performed, but personnel costs are very high making it difficult to evaluate many conversations
Solution Approach 1:
The system enables self-service evaluation where the automated detection and comparison devices perform the evaluation work without requiring human auditors. The system processes conversations autonomously by automatically recognizing reference speech signals and comparing them against stored reference patterns, dramatically increasing the number of conversations that can be evaluated while eliminating personnel costs associated with manual auditing.
3Measurement precision
If automated quality measurement is implemented, then objective measurement basis is guaranteed, but system complexity increases
Solution Approach 1:
The patent divides the automated quality measurement system into distinct functional segments: a conversion device for analog-to-digital signal conversion, a detection device for recognizing reference speech signals, and a comparator device for objective comparison. This segmentation allows each component to perform its specific function independently, making the overall complex system manageable and maintainable while ensuring objective measurement through automated digital processing.
Data Source
AI summary
The system has a conversion device for converting analog speech signals into digital speech signals, and a detection device for detecting given reference speech signals from the digital speech signals. A comparator device compares the digital speech signals with the reference speech signals, which are stored in a storage device, and determines correlations between the digital and reference speech signals. An output device outputs the determined consistent speech signals. An analysis device is provided for quantitative and qualitative evaluation of the speech signals. An independent claim is also included for a method of measuring quality of conversation between two subscribers.