Language interpretation call transferring in a telecommunications network

• US 20070064915A1
• Filed: 09/13/2005
• Published: 03/22/2007
• Est. Priority Date: 09/13/2005
• Status: Active Grant

• Current Assignee: Language Line Services, Inc. (Teleperformance International)
• Original Assignee: Language Line Services, Inc. (Teleperformance International)
• Inventors: Moore, James, Provenzano, Louis
• Granted Patent: US 7,792,276 B2
• Time in Patent Office: Days
• US Class Current: 379/265.120
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2203/5009 Adding a party to an existing conference conducting a computer conference, e.g. admission detection H04L12/1822
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15

Abstract

A method and system of providing language interpretation for a merchant are disclosed. An incoming telephone call from a customer speaking a first language is received at a language interpretation service. The customer is greeted in the first language by an interpreter associated with a language interpretation provider. The interpreter telephonically engages a first agent representing the merchant, wherein the first agent speaks a second language and the interpreter translates a conversation between the customer and the first agent. Once the translation is completed, the first agent is disconnected from the call. Next, if the customer elects to be connected to a business partner of the merchant, the interpreter telephonically engages a second agent representing the business partner. The second agent speaks the second language and the interpreter translates a conversation between the customer and the second agent.

Claims

1. A method of providing language interpretation for a merchant during a telephone call, comprising:

receiving a telephone call at a language interpretation service provider from a customer speaking a first language, the customer being greeted in the first language by an interpreter associated with the language interpretation service provider;

permitting the interpreter to telephonically engage a first agent representing the merchant, wherein the first agent speaks a second language and the interpreter translates a first conversation between the customer and the first agent; and

if the customer elects to be connected to a business partner of the merchant, permitting the interpreter to telephonically engage a second agent representing the business partner, wherein the second agent speaks the second language and the interpreter translates a second conversation between the customer and the second agent.

2. The method of claim 1, wherein language interpretation services billing to the merchant starts when the first agent representing the merchant is connected to the telephone call with the interpreter and the customer.

3. The method of claim 1, further comprising disconnecting the first agent from the telephone call after the customer and the first agent finish the first conversation.

4. The method of claim 3, wherein language interpretation services billing to the merchant stops when the first agent representing the merchant is disconnected from the telephone call with the interpreter and the customer.

5. The method of claim 1, wherein language interpretation services billing to the business partner starts when the second agent representing the business partner is connected to the telephone call with the interpreter and the customer.

6. The method of claim 1, further comprising disconnecting the second agent from the telephone call after the customer and the second agent finish the second conversation.

7. The method of claim 6, wherein language interpretation services billing to the business partner stops when the second agent representing the business partner is disconnected from the telephone call with the interpreter and the customer.

8. The method of claim 1, wherein the first conversation between the customer and the first agent relates to a business transaction between the customer and the merchant.

9. The method of claim 1, further comprising configuring a telephone number to be a language assistance number of the merchant, wherein incoming calls to the telephone number are routed to an interpreter.

10. The method of claim 1, wherein the number is a toll-free number.

11. The method of claim 1, wherein the second language is English and the first language is Spanish.

12. The method of claim 1, wherein the telephone call is first received by a private branch exchange that routes the telephone call to the interpreter, the interpreter being located remotely from the business facilities of the language interpretation service provider.

13. The method of claim 1, the interpreter being further provided with equipment to receive voice and data information related to the customer.

14. The method of claim 1, further comprising providing a business partner network to the merchant, wherein the merchant is part of the business partner network.

15. The method of claim 1, further comprising:

receiving the incoming telephone call from a customer by an automated system provided by the merchant, the automated system forwarding the telephone call to the language interpretation service provider if language interpretation is required, and wherein the telephone call forwarded to the language interpretation service provider is relayed to the interpreter.

16. The method of claim 15, wherein the telephone call is relayed to the language interpretation service provider by configuring the automated system to dial a signal to the carrier so that the telephone call connection to the merchant is released, the carrier routing the telephone call to the language interpretation service provider.

17. The method of claim 1, further comprising:

receiving the incoming telephone call from a customer by an automated system provided by a carrier, the automated system forwarding the incoming telephone call to a language interpretation service provider if language interpretation is required, and wherein the telephone call forwarded to the language interpretation service provider is relayed to the interpreter.

18. The method of claim 17, wherein the carrier is contracted to provide call routing service such that when the customer requests language interpretation the telephone call is routed to a language interpretation service provider, and when the customer does not need language interpretation the telephone call is routed to a standard customer service center.

19. A method of providing language interpretation service for a merchant, comprising:

receiving an telephone call from a customer that speaks a first language, wherein the telephone call is received by a first agent of the merchant who speaks a second language;

permitting the first agent to transmit a signal to a carrier that is facilitating the telephone call from the customer to the merchant, wherein the signal indicates the carrier to originate call to connect an interpreter, the call being connected by the carrier such that if the first agent is disconnected from the call, the customer remains telephonically connected to the interpreter;

permitting the interpreter to translate a first conversation between the customer and the first agent;

disconnecting the first agent from the call; and

if the customer elects to be connected to a business partner of the merchant, permitting the interpreter to telephonically engage a second agent representing the business partner, wherein the second agent speaks the second language and the interpreter translates a second conversation between the customer and the second agent.

20. A method of providing language interpretation service for a first entity, comprising:

receiving a telephone call from a customer who needs interpretation services in order to conduct business with the first entity, routing the telephone call to an interpreter that can interpret a first conversation between the customer and the first entity;

permitting the interpreter to telephonically connect a first agent representing the first entity, wherein the interpreter adds the first agent to the telephonic conversation with the customer and translates a first business conversation between the customer and the first agent;

disconnecting the telephone call with first entity while maintaining the customer connected to the telephone call; and

engaging a second entity to the telephone call if the customer assents to do business with the second entity, wherein the interpreter translates a second business conversation between the customer and the second entity.

21. The method of claim 20, wherein language interpretation services billing to the first entity starts when the first agent representing the first entity is connected to the telephone call with the interpreter and the customer.

22. The method of claim 20, wherein language interpretation services billing to the first entity stops when the first agent representing the first entity is disconnected from the telephone call with the interpreter and the customer.

23. A system for providing language interpretation for a merchant, comprising:

a language interpretation service provider that receives an incoming telephone call from a customer speaking a first language, the customer being greeted in the first language by an interpreter associated with the language interpretation service provider;

equipment that permits the interpreter to telephonically engage a first agent representing the merchant, wherein the first agent speaks a second language and the interpreter translates a conversation between the customer and the first agent;

wherein the equipment further permits the interpreter to disconnect the first agent from the call; and

wherein if the customer elects to be connected to a business partner of the merchant, the equipment further permits the interpreter to telephonically engage a second agent representing the business partner, wherein the second agent speaks the second language and the interpreter translates a conversation between the customer and the second agent.

24. The system of claim 23, wherein language interpretation services billing to the first entity starts when the first agent representing the first entity is connected to the telephone call with the interpreter and the customer.

25. The system of claim 23, wherein language interpretation services billing to the first entity stops when the first agent representing the first entity is disconnected from the telephone call with the interpreter and the customer.