SYSTEM AND METHOD FOR AUTOMATING THE PROCESSING OF VOICE CALLS OF CUSTOMERS TO THE SUPPORT SERVICES OF A COMPANY Russian patent published in 2021 - IPC G10L15/00 G06F40/00 G06F16/60 

FIELD: computing technology.

SUBSTANCE: invention relates to a system and a method for automating the processing of voice calls of the customers to the support services of companies. The system comprises: an interaction server (CORE), an automated workstation (AWS) of the Operator, containing a web interface for processing the voice call of the client with preset response templates and providing playback of an audio segment (Voice Sample) to the Operator; an OSR AWS Configurator containing a web interface for setting the AWS of the operator and an OSR service module; a Semantic service configured to isolate keywords from the transcribed text based on a preset grammar; a Logger service configured to log the results of recognition of voice calls, clients, and isolated semantic tags; a statistics service (Statistics) configured to save the information on all stages of the dialogue; an AWS of the Monitoring Specialist, containing a web interface for viewing reports on the operation of the system and monitoring the correctness of recognition of voice calls of the customers.

EFFECT: dynamic selection of the method for processing the voice call of a client depending on the transmitted parameters of the voice segment.

18 cl, 8 dwg