Assistive call center interface
First Claim
1. A call center information processing system capable of processing unstructured voice input, comprising:
- an input port adapted for coupling to a call center telephone switch through which unstructured voice input from an incoming caller is received;
an automatic speech recognition system receptive of said unstructured voice input and operative to convert said unstructured voice input into unstructured text data;
a semantic categorization system receptive of said unstructured text data and operative to convert said unstructured text data into structured data based on features;
a data management system receptive of said structured data and operative to access at least one database of supplemental data and to form associations between said structured data and said supplemental data; and
a presentation system communicating with said data management system for providing information to a call center agent based on at least one of said structured data and said supplemental data.
1 Assignment
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Accused Products
Abstract
Unstructured voice information from an incoming caller is processed by automatic speech recognition and semantic categorization system to convert the information into structured data that may then be used to access one or more databases to retrieve associated supplemental data. The structured data and associated supplemental data are then made available through a presentation system that provides information to the call center agent and, optionally, to the incoming caller. The system thus allows a call center information processing system to handle unstructured voice input for use by the live agent in handling the incoming call and for storage and retrieval at a later time. The semantic analysis system may be implemented by a global parser or by an information retrieval technique, such as latent semantic analysis. Co-occurrence of keywords may be used to associate prior calls with an incoming call to assist in understanding the purpose of the incoming call.
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Citations
41 Claims
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1. A call center information processing system capable of processing unstructured voice input, comprising:
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an input port adapted for coupling to a call center telephone switch through which unstructured voice input from an incoming caller is received;
an automatic speech recognition system receptive of said unstructured voice input and operative to convert said unstructured voice input into unstructured text data;
a semantic categorization system receptive of said unstructured text data and operative to convert said unstructured text data into structured data based on features;
a data management system receptive of said structured data and operative to access at least one database of supplemental data and to form associations between said structured data and said supplemental data; and
a presentation system communicating with said data management system for providing information to a call center agent based on at least one of said structured data and said supplemental data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. A method of assisting call center agents based on unstructured voice input from the caller, comprising:
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performing automatic speech recognition upon said unstructured voice input extracted from an incoming call to generate unstructured text data;
processing said unstructured text data by semantic categorization of said unstructured text data to generate structured data that characterizes the incoming call;
forming associations between said structured data and supplemental data obtained from a data store;
presenting information to the call center agent based on at least one of said structured data and said supplemental data. - View Dependent Claims (28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38)
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39. A method of transferring knowledge between call center agents in handling an incoming call, comprising:
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performing automatic speech recognition upon said unstructured voice input extracted from an incoming call to generate unstructured text data;
processing said unstructured text data by semantic categorization of said unstructured text data to generate structured data that characterizes the incoming call;
forming associations between said structured data and supplemental data obtained from a data store to define associated data; and
storing said associated data where it may be accessed by plural call agents in the handling of said incoming call. - View Dependent Claims (40, 41)
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Specification