System and method for voice and data convergence

• US 20060023867A1
• Filed: 07/29/2004
• Published: 02/02/2006
• Est. Priority Date: 07/29/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Peters, Michael, Saleh, Nayel
• Granted Patent: US 7,809,118 B2
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

The method and apparatus is for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents. In one embodiment, the method includes sending a text message in a text format from first location via a network; receiving the text message from the network at a second location; and converting the text message from a text format to a voice message in a voice format. The method further includes converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and sending the text response from the second location to the first location via the network. Thus, the user appears to communicate with the agent on a text basis, and the agent appears to communicate with the user on a voice basis.

Claims

1. A method of converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents, comprising:

sending a text message in a text format from a first location via a network;

receiving the text message from the network at a second location;

converting the text message from a text format to a voice message in a voice format;

converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and

sending the text response from the second location to the first location via the network;

wherein the user appears to communicate with the agent on a text basis, and wherein the agent appears to communicate with the user on a voice basis.

2. The method according to claim 1, wherein the user communicates with the agent on a text basis, and the agent communicates with the user on a voice basis in substantially real time.

3. The method according to claim 1, wherein the network is at least one of a local area network, a wide area network, and the Internet.

4. The method according to claim 1, wherein the second location is a communication system, and wherein the method further comprises providing at least one plug-in that implements text-to-voice and voice-to-text conversion in the communication system;

assigning the at least one plug-in to the agent; and

activating the at least one plug-in for the agent when a text message is received at the communication system.

5. The method according to claim 4, wherein the communication system has a plurality of agents and a plurality of plug-ins, and wherein the method further comprises determining for a respective agent of the plurality of agents at least one plug-in, which is assigned to the respective agent.

6. The method according to claim 5, wherein the method further comprises activating the plug-in for the agent when the agent logs onto the communication system.

7. The method according to claim 4, wherein the communication system is an automatic call distribution system.

8. A method of converting messages and responses between text messages of a user at a first location and voice responses of an agent in an automatic contact distribution system at a second location, comprising the steps of:

providing a plurality of agents and a plurality of format conversion plug-ins at the second location;

assigning at least one respective format conversion plug-in to a respective agent of the plurality of agents;

sending a text message in a text format from the first location via a network;

receiving the text message from the network at the second location;

selecting the respective agent from the plurality of agents to respond to the text message;

activating the respective format conversion plug-in for the respective agent;

converting the text message from a text format to a voice message in a voice format in the format conversion plug-in;

converting a voice response in the voice format from an agent to a text response in the text format in the format conversion plug-in, the voice response being in response to the text message; and

sending the text response from the second location to the first location via the network;

wherein the user appears to communicate with the agent on a text basis, and wherein the agent appears to communicate with the user on a voice basis.

9. The method according to claim 8, wherein the user communicates with the agent on a text basis, and the agent communicates with the user on a voice basis in substantially real time.

10. The method according to claim 8, wherein the network is at least one of a local area network, a wide area network, and the Internet.

11. An apparatus for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents, comprising:

means for sending a text message in a text format from first location via a network;

means for receiving the text message from the network at a second location;

means for converting the text message from a text format to a voice message in a voice format;

means for converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and

means for sending the text response from the second location to the first location via the network;

wherein the user appears to communicate with the agent on a text basis, and wherein the agent appears to communicate with the user on a voice basis.

12. The apparatus according to claim 11, wherein the second location is a communication system, and wherein the method further comprises providing at least one plug-in that implements text-to-voice and voice-to-text conversion in the communication system;

assigning the at least one plug-in to the agent; and

activating the at least one plug-in for the agent when a text message is received at the communication system.

13. The apparatus according to claim 12, wherein the communication system has a plurality of agents and a plurality of plug-ins, and wherein the method further comprises determining for a respective agent of the plurality of agents at least one plug-in, which is assigned to the respective agent.

14. The apparatus according to claim 12, wherein the communication system is an automatic call distribution system.

15. The apparatus according to claim 11, wherein the user communicates with the agent on a text basis, and the agent communicates with the user on a voice basis in substantially real time.

16. The apparatus according to claim 11, wherein the network is at least one of a local area network, a wide area network, and the Internet.