Intelligent Speech Recognition for Automated Software Execution
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Solution Overview
Problem
Current customer service systems in call centers are inefficient due to their inability to accurately capture the precise reason for customer communications, leading to longer call times and inefficiencies as the system fails to dynamically handle additional inquiries, requiring manual intervention by agents to access necessary software applications.
Innovation Solution
A system utilizing intelligent speech recognition techniques where a server captures and analyzes digitized voice segments to convert them into text, extracts keywords, and automatically selects and executes relevant software applications on a client device to respond to customer inquiries, enhancing the handling of dynamic customer interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If interactive voice response (IVR) technology is used to determine the reason for customer communication, then the communication can be routed to an appropriate agent, but the system fails to accurately capture the precise reason for the customer's communication
Solution Approach 1:
The patent replaces traditional IVR technology with intelligent speech recognition that converts customer speech into text and extracts keywords. This substitution enables the system to accurately capture the precise reason for communication by analyzing speech content rather than relying on predefined IVR menu options, thereby improving measurement precision while maintaining adaptability.
Solution Approach 2:
The system automatically executes software applications based on extracted keywords from customer speech without requiring manual intervention by agents. The server computing device autonomously determines which software functionality is needed and initiates execution, enabling the system to handle additional inquiries dynamically while improving accuracy of reason capture.
2Adaptability or versatility
If the system requires manual determination of software functionality by customer service agents, then additional inquiries can be handled, but this leads to longer call times and inefficiencies
Solution Approach 1:
The system performs self-service by automatically executing software applications in response to extracted keywords from customer speech. The server computing device autonomously determines which software functionality is required and initiates execution without requiring agents to manually search for or launch applications, thereby maintaining high adaptability while significantly reducing call time and improving efficiency.
Solution Approach 2:
The system extracts keywords and determines required software functionality in real-time as the customer communicates, performing the software selection action beforehand rather than requiring manual intervention during the call. This preliminary automated action reduces call time while maintaining the ability to handle diverse inquiries.
3Ease of operation
If traditional call center systems are used with multiple software applications, then agents can access necessary functionality, but the system lacks the ability to automatically route inquiries to appropriate software
Solution Approach 1:
The server computing device automatically determines which software applications are needed based on extracted keywords from customer speech and executes them without requiring manual agent intervention. This self-service capability improves ease of operation by automating the software routing process while simultaneously increasing productivity through faster, more accurate software selection and execution.
Solution Approach 2:
The system introduces an intermediary layer between customer communication and software execution. The server computing device acts as a mediator that receives customer speech, extracts keywords, determines required software functionality, and automatically executes the appropriate applications. This intermediary enables automatic routing while improving overall system efficiency.
Data Source
AI summary
Methods and apparatuses are described for automated execution of computer software using intelligent speech recognition techniques. A server captures a digitized voice segment from a remote device, the first digitized voice segment corresponding to speech submitted by a user of the remote device during a voice call. The server analyzes the digitized voice segment to convert the digitized voice segment into text and extract a set of keywords from the converted text. A client computing device displays the extracted keywords in a user interface of a display device. The server determines one or more computer software applications accessible to the client computing device and selects least one of the computer software applications that include functionality responsive to the keywords. The client computing device executes the functionality of the selected computer software applications that is responsive to the keywords.