The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 18, 2003
Filed:
Oct. 23, 1998
Nicholas K. Unger, Vienna, VA (US);
Timothy M. Price, Rockville, MD (US);
John R. Ramsay, Herndon, VA (US);
Dana N. Skaddan, Fairfax Station, VA (US);
Convergys Customer Management Group, Inc., Cincinnati, OH (US);
Abstract
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.