Media translator for transaction processing system
First Claim
1. A media handler for use in a transaction processing system, the system configured to route incoming calls from callers to agents associated with the transaction processing system, the incoming calls based on at least one of a voice-mode communication and text-mode communication, the media handler comprising:
- a media translator configured to facilitate translation between the voice-mode communication and the text-mode communication;
a speech recognition unit configured to convert the voice-mode communication to the text-mode communication;
a speech synthesizer configured to convert the text-mode communication to the voice-mode communication;
an agent preference setting selectable between a voice-mode and a text-mode;
wherein if the agent preference setting is set to the voice-mode and communication from the caller is a text-mode communication, the speech synthesizer converts the text-mode communication from the caller to a voice-mode communication for the agent, and the speech recognition unit converts the voice-mode communication from the agent to a text-mode communication for the caller; and
wherein if the agent preference setting is set to the text-mode and communication from the caller is a voice-mode communication, the speech synthesizer converts the text-mode communication from the agent to a voice-mode communication for the caller, and the speech recognition unit converts the voice-mode communication from the caller to a text-mode communication for the agent.
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Abstract
A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.
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Citations
20 Claims
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1. A media handler for use in a transaction processing system, the system configured to route incoming calls from callers to agents associated with the transaction processing system, the incoming calls based on at least one of a voice-mode communication and text-mode communication, the media handler comprising:
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a media translator configured to facilitate translation between the voice-mode communication and the text-mode communication;
a speech recognition unit configured to convert the voice-mode communication to the text-mode communication;
a speech synthesizer configured to convert the text-mode communication to the voice-mode communication;
an agent preference setting selectable between a voice-mode and a text-mode;
wherein if the agent preference setting is set to the voice-mode and communication from the caller is a text-mode communication, the speech synthesizer converts the text-mode communication from the caller to a voice-mode communication for the agent, and the speech recognition unit converts the voice-mode communication from the agent to a text-mode communication for the caller; and
wherein if the agent preference setting is set to the text-mode and communication from the caller is a voice-mode communication, the speech synthesizer converts the text-mode communication from the agent to a voice-mode communication for the caller, and the speech recognition unit converts the voice-mode communication from the caller to a text-mode communication for the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A media translator for use in a transaction processing system, the system configured to route incoming calls from callers to agents associated with the transaction processing system, the incoming calls based on voice-mode communication and text-mode communication, the media translator comprising:
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first converting means for converting the voice-mode communication to the non-voice-mode communication;
second converting means for converting the non-voice-mode communication to the voice-mode communication;
means for indicating an agent preference selectable by the agent between a voice-mode and a non-voice-mode, and configured such that when the voice-mode is selected and communication from the caller is a non-voice-mode communication, the second converting means converts the non-voice-mode communication from the caller to a voice-mode communication for the agent, and the first converting means converts the voice-mode communication from the agent to a non-voice-mode communication for the caller; and
when the non-voice-mode is selected and communication from the caller is a voice-mode communication, the second converting means converts the non-voice-mode communication from the agent to a voice-mode communication for the caller, and the first converting means converts the voice-mode communication from the caller to a non-voice-mode communication for the agent. - View Dependent Claims (13, 14, 15, 16, 17)
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18. In a transaction processing system configured to route incoming voice-mode communication and incoming text-mode communication to agents associated with the transaction processing system, a method for translating a mode of the communications comprising the steps of:
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setting an agent preference indicator, the indicator selectable according to at least one of a voice-mode and a text-mode;
converting the text-mode communication from the caller to a voice-mode communication for the agent and converting the voice-mode communication from the agent to a text-mode communication for the caller if the indicator is set to the voice-mode and the communication from the caller is a text-mode communication; and
converting the text-mode communication from the agent to a voice-mode communication for the caller and converting the voice-mode communication from the caller to a text-mode communication for the agent if the indicator is set to the text-mode and the communication from the caller is a voice-mode communication.
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19. A media handler for use in a transaction processing system, the system configured to route incoming calls from callers to agents associated with the transaction processing system, the incoming calls based on at least one of a voice-mode communication and text-mode communication, the media handler comprising:
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a media translator configured to facilitate translation between the voice-mode communication and the text-mode communication;
a speech recognition unit configured to convert the voice-mode communication to the text-mode communication;
a speech recognition unit configured to convert the voice-mode communication to the text-mode communication;
an agent preference setting selectable between a voice-mode and a text-mode; and
wherein if the agent preference setting is set to the voice-mode and communication from the caller is a text-mode communication, the speech synthesizer converts the text-mode communication from the caller to a voice-mode communication for the agent, and the speech recognition unit converts the voice-mode communication from the agent to a text-mode communication for the caller.
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20. A media handler for use in a transaction processing system, the system configured to route incoming calls from callers to agents associated with the transaction processing system, the incoming calls based on at least one of a voice-mode communication and text-mode communication, the media handler comprising:
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a media translator configured to facilitate translation between the voice-mode communication and the text-mode communication;
a speech recognition unit configured to convert the voice-mode communication to the text-mode communication;
a speech synthesizer configured to convert the text-mode communication to the voice-mode communication;
an agent preference setting selectable between a voice-mode and a text-mode; and
wherein if the agent preference setting is set to the text-mode and communication from the caller is a voice-mode communication, the speech synthesizer converts the text-mode communication from the agent to a voice-mode communication for the caller, and the speech recognition unit converts the voice-mode communication from the caller to a text-mode communication for the agent.
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Specification