CALL CENTRE AUTOMATION PLATFORM USING SPEECH ANALYTICS Russian patent published in 2023 - IPC G06Q50/10 G10L15/22 

FIELD: computing.

SUBSTANCE: invention relates to systems for evaluating the quality of customer service. Call centre automation platform based on speech analytics, containing the Asterisk PBX telephone station module configured to redirect a call upon reception to a module with the AudioSocket bidirectional audio transmission protocol, configured to intercept voice flow control and redirect through the silence detection module to the speech recognition module, configured to convert spoken words into text, and connected to the dialogue module connected to the virtual assistant database storing the dialogue script information and the script completion information for each access, the speech synthesis module, and the bi-directional sound transmission protocol AudioSocket module, wherein the speech analytics module is connected to the background task processing module configured to distribute computations and connected via bidirectional link to the conversation evaluation module, wherein the information from the latter is supplied to the speech analytics database linked with the speech analytics module and with the web interface through said module.

EFFECT: possibility of building a dialogue with a user in the voice channel using a virtual assistant.

1 cl, 1 dwg