System and method for providing a message-based communications infrastructure for automated call center post-call processing

• US 20050177368A1
• Filed: 03/17/2005
• Published: 08/11/2005
• Est. Priority Date: 03/15/2002
• Status: Active Grant

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Odinak, Gilad
• Granted Patent: US 8,170,197 B2
• Time in Patent Office: Days
• US Class Current: 704/246
• CPC Class Codes: G10L 13/00 Speech synthesis; Text to speech systems
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/39 using speech synthesis
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/303 Marking
• CPC Class Codes: H04M 2203/306 Prerecordings to be used during a voice call
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/53366 Message disposing or creating aspects

Abstract

A system and method for providing a message-based communications infrastructure for automated call center post-call processing is described. Verbal speech utterances in a stream of recorded user messages are identified. The recorded user messages are parsed from a call with a user into a call center. The stream of recorded user messages are stored into a database maintained by the call center. The call is processed through an agent. One or more of the user messages is presented to the agent. Commands on the user messages are executed responsive to the agent.

Claims

1. A system for providing a message-based communications infrastructure for automated call center post-call processing, comprising:

a post-call processor to identify verbal speech utterances in a stream of recorded user messages parsed from a call with a user into a call center;

a database to store the stream of recorded user messages into a database maintained by the call center; and

a command processor to process the call through an agent, comprising;

a display to present one or more of the user messages to the agent; and

an agent console to execute commands on the user messages responsive to the agent.

2. A system according to claim 1, further comprising:

a transcript of the stream of recorded user messages, wherein the transcript is stored into the database.

3. A system according to claim 1, further comprising:

a speech recognition engine to perform speech recognition on at least one of the verbal speech utterances.

4. A system according to claim 1, wherein characteristics of a speaker of the at least one verbal speech utterance are identified.

5. A system according to claim 4, wherein the characteristics of the speaker identified are categorized by at least one of role, gender, and language.

6. A system according to claim 4, wherein the characteristics of the speaker are stored into the database.

7. A system according to claim 1, wherein the at least one verbal speech utterance is marked.

8. A system according to claim 7, wherein the marking of the at least one verbal speech utterance are stored into the database.

9. A system according to claim 1, wherein at least one of the verbal speech utterances is manipulated.

10. A system according to claim 9, wherein the manipulation comprises at least one of ranking the at least one verbal speech utterance and editing the at least one verbal speech utterance.

11. A system according to claim 1, wherein the call comprises one of an incoming call into the call center, an outgoing call from the call center, and an on-going call with the call center.

12. A method for providing a message-based communications infrastructure for automated call center post-call processing, comprising:

identifying verbal speech utterances in a stream of recorded user messages parsed from a call with a user into a call center;

storing the stream of recorded user messages into a database maintained by the call center; and

processing the call through an agent, comprising;

presenting one or more of the user messages to the agent; and

executing commands on the user messages responsive to the agent.

13. A method according to claim 12, further comprising:

generating a transcript of the stream of recorded user messages; and

storing the transcript into the database.

14. A method according to claim 12, further comprising:

performing speech recognition on at least one of the verbal speech utterances.

15. A method according to claim 12, further comprising:

identifying characteristics of a speaker of the at least one verbal speech utterance.

16. A method according to claim 15, further comprising:

categorizing the characteristics of the speaker identified by at least one of role, gender, and language.

17. A method according to claim 15, further comprising:

storing the characteristics of the speaker into the database.

18. A method according to claim 12, further comprising:

marking the at least one verbal speech utterance.

19. A method according to claim 18, further comprising:

storing the marking of the at least one verbal speech utterance into the database.

20. A method according to claim 12, further comprising:

manipulating at least one of the verbal speech utterances.

21. A method according to claim 20, wherein the manipulation comprises at least one of ranking the at least one verbal speech utterance and editing the at least one verbal speech utterance.

22. A method according to claim 12, wherein the call comprises one of an incoming call into the call center, an outgoing call from the call center, and an on-going call with the call center.

23. A computer-readable storage medium holding code for performing the method according to claim 12.

24. An apparatus for providing a message-based communications infrastructure for automated call center post-call processing, comprising:

means for identifying verbal speech utterances in a stream of recorded user messages parsed from a call with a user into a call center;

means for storing the stream of recorded user messages into a database maintained by the call center; and

means for processing the call through an agent, comprising;

means for presenting one or more of the user messages to the agent; and

means for executing commands on the user messages responsive to the agent.