AU2002220810A1 - Method and system for optimising online ergonomics of a voice recognition procedure in a telephone call centre - Google Patents

Method and system for optimising online ergonomics of a voice recognition procedure in a telephone call centre

Info

Publication number
AU2002220810A1
AU2002220810A1 AU2002220810A AU2081002A AU2002220810A1 AU 2002220810 A1 AU2002220810 A1 AU 2002220810A1 AU 2002220810 A AU2002220810 A AU 2002220810A AU 2081002 A AU2081002 A AU 2081002A AU 2002220810 A1 AU2002220810 A1 AU 2002220810A1
Authority
AU
Australia
Prior art keywords
optimising
ergonomics
online
voice recognition
telephone call
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
AU2002220810A
Inventor
Christian Petrigny
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
CHRONOPOST
Original Assignee
CHRONOPOST
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by CHRONOPOST filed Critical CHRONOPOST
Publication of AU2002220810A1 publication Critical patent/AU2002220810A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computational Linguistics (AREA)
  • Health & Medical Sciences (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
AU2002220810A 2000-11-20 2001-11-20 Method and system for optimising online ergonomics of a voice recognition procedure in a telephone call centre Abandoned AU2002220810A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
FR0014994 2000-11-20
FR0014994A FR2817105B1 (en) 2000-11-20 2000-11-20 METHOD AND SYSTEM FOR OPTIMIZING THE ONLINE ERGONOMICS OF A VOICE RECOGNITION PROCESS IN A TELEPHONE CALL CENTER
PCT/FR2001/003653 WO2002041615A1 (en) 2000-11-20 2001-11-20 Method and system for optimising online ergonomics of a voice recognition procedure in a telephone call centre

Publications (1)

Publication Number Publication Date
AU2002220810A1 true AU2002220810A1 (en) 2002-05-27

Family

ID=8856695

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2002220810A Abandoned AU2002220810A1 (en) 2000-11-20 2001-11-20 Method and system for optimising online ergonomics of a voice recognition procedure in a telephone call centre

Country Status (4)

Country Link
EP (1) EP1336290A1 (en)
AU (1) AU2002220810A1 (en)
FR (1) FR2817105B1 (en)
WO (1) WO2002041615A1 (en)

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4692817A (en) * 1977-11-30 1987-09-08 Morgan Industries, Inc. Programmed conversation recording system
EP0249575B1 (en) * 1986-04-16 1994-11-23 Call It Co Computerized communications system
GB2292500A (en) * 1994-08-19 1996-02-21 Ibm Voice response system

Also Published As

Publication number Publication date
EP1336290A1 (en) 2003-08-20
FR2817105B1 (en) 2003-04-18
WO2002041615A1 (en) 2002-05-23
FR2817105A1 (en) 2002-05-24

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