FR2817105B1 - METHOD AND SYSTEM FOR OPTIMIZING THE ONLINE ERGONOMICS OF A VOICE RECOGNITION PROCESS IN A TELEPHONE CALL CENTER - Google Patents

METHOD AND SYSTEM FOR OPTIMIZING THE ONLINE ERGONOMICS OF A VOICE RECOGNITION PROCESS IN A TELEPHONE CALL CENTER

Info

Publication number
FR2817105B1
FR2817105B1 FR0014994A FR0014994A FR2817105B1 FR 2817105 B1 FR2817105 B1 FR 2817105B1 FR 0014994 A FR0014994 A FR 0014994A FR 0014994 A FR0014994 A FR 0014994A FR 2817105 B1 FR2817105 B1 FR 2817105B1
Authority
FR
France
Prior art keywords
ergonomics
optimizing
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.)
Expired - Fee Related
Application number
FR0014994A
Other languages
French (fr)
Other versions
FR2817105A1 (en
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
Priority to FR0014994A priority Critical patent/FR2817105B1/en
Priority to EP01996967A priority patent/EP1336290A1/en
Priority to AU2002220810A priority patent/AU2002220810A1/en
Priority to PCT/FR2001/003653 priority patent/WO2002041615A1/en
Publication of FR2817105A1 publication Critical patent/FR2817105A1/en
Application granted granted Critical
Publication of FR2817105B1 publication Critical patent/FR2817105B1/en
Anticipated expiration legal-status Critical
Expired - Fee Related 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)
FR0014994A 2000-11-20 2000-11-20 METHOD AND SYSTEM FOR OPTIMIZING THE ONLINE ERGONOMICS OF A VOICE RECOGNITION PROCESS IN A TELEPHONE CALL CENTER Expired - Fee Related FR2817105B1 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
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
EP01996967A EP1336290A1 (en) 2000-11-20 2001-11-20 Method and system for optimising online ergonomics of a voice recognition procedure in a telephone call centre
AU2002220810A 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
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

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
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

Publications (2)

Publication Number Publication Date
FR2817105A1 FR2817105A1 (en) 2002-05-24
FR2817105B1 true FR2817105B1 (en) 2003-04-18

Family

ID=8856695

Family Applications (1)

Application Number Title Priority Date Filing Date
FR0014994A Expired - Fee Related 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

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
WO2002041615A1 (en) 2002-05-23
AU2002220810A1 (en) 2002-05-27
FR2817105A1 (en) 2002-05-24

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Legal Events

Date Code Title Description
ST Notification of lapse

Effective date: 20070731