Voice Recognition for Call Center Activity Code Recording
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Solution Overview
Problem
Existing call center systems require manual entry of activity codes by agents, which contradicts the hands-free nature of these applications and is time-consuming.
Innovation Solution
A voice recognition enabled system that allows agents to record activity codes and status changes using voice commands, eliminating the need for manual entry and enabling agents to keep their hands free for other tasks.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual entry of activity codes is required, then reporting and record keeping accuracy is improved, but agent productivity and hands-free operation capability deteriorate
Solution Approach 1:
The patent replaces the mechanical manual keyboard entry system with an acoustic voice recognition system. Agents speak activity codes verbally instead of manually typing them, converting mechanical input to acoustic input processing, thereby achieving hands-free operation while maintaining recording accuracy.
Solution Approach 2:
The patent introduces voice recognition software as an intermediary between the agent and the activity code recording system. The software captures voice inputs, converts speech to text, and automatically records the activity codes, eliminating the need for manual entry while ensuring accurate data capture.
2Loss of information
If manual entry of activity codes is required, then data recording completeness is improved, but time consumption and operational efficiency worsen
Solution Approach 1:
The system performs preliminary setup by maintaining a predefined list of valid activity codes. During call handling, the voice recognition system matches spoken words against this pre-established code list, enabling rapid accurate recording without manual verification steps that consume time.
Solution Approach 2:
By replacing manual typing with voice recognition, the system dramatically reduces the time required to record activity codes. Agents can speak codes naturally during or immediately after calls, eliminating the time-consuming manual entry process while maintaining complete data capture through automated recognition and validation.
3Ease of operation
If hands-free operation is implemented, then agent mobility and task flexibility are improved, but manual data entry capability deteriorates
Solution Approach 1:
The voice recognition system operates autonomously by automatically capturing, processing, and recording activity codes without requiring manual intervention. The system self-corrects through built-in validation that compares recognized speech against the predefined activity code list, eliminating the need for complex manual data entry interfaces.
Solution Approach 2:
The voice recognition software acts as an intelligent intermediary that handles the complexity of data entry processing. It manages speech-to-text conversion, code validation, and database recording automatically, allowing agents to operate hands-free while the intermediary system manages the computational complexity in the background.
Data Source
AI summary
A system for call processing is disclosed that includes voice recognition enabled activity code support. The system operates routes a received call to an agent, based on dialed number, other caller provided information, and/or load balancing across agents. The call is then handled by the agent as appropriate. After the call is ended, the system allows the agent to describe the call using voice commands or phrases that result in one or more associated activity codes being electronically recorded in association with the call. The stored activity codes can then be used as the basis for various types of high level functions, such as report generation, customer billing, etc. Voice commands are also recognized relating to agent status. Such agent status commands may, for example, include commands indicating changes in agent status, such as when an agent logs off the system, or when the agent becomes temporarily unavailable to take calls.