Convergys Customer Management Group, Inc.

Dana N Skaddan

Timothy M Price

John R Ramsay

Nicholas K Unger

A system and method for performing independent third party verification utilizes an automated system for posing questions to a customer and for recording and analyzing the customer's responses to those questions. The system could include a voice synthesizer or an audio player for posing oral questions to a customer. The system could also include voice recognition capabilities to analyze a customer's oral responses to questions. The system could also be provided with the capability to analyze a series of customer responses and to create an automated score to confirm or deny the verification process. The system could further include a live operator interface to allow a live operator to quickly review only the customer's responses to a series of verification questions. The live operator's analysis of the customer responses could be compared to the automated analysis as a further check on the verification process. Preferred embodiments would also include the means to access customer responses based on customer-specific information.

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Fairfax Station, VA, United States of America

Dana N Skaddan