System and method for providing a multi-modal communications infrastructure for automated call center operation
First Claim
1. A system for providing a multi-modal communications infrastructure for automated call center operation, comprising:
- a telephony interface configured to accept a multi-modal call from a caller, which accommodates multi-modal calls comprising at least one of verbal speech and text messaging;
a speech recognition module configured to convert incoming speech in the multi-modal call into transcribed text;
a text message processor to match incoming text messaging with the transcribed text;
a messaging server configured to automatically assign the multi-modal call through a session manager to a session under operation of a live agent; and
an agent console configured to progressively process the transcribed text and incoming text messaging during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.
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Accused Products
Abstract
A system and method for providing a multi-modal communications infrastructure for automated call center operation is provided. A multi-modal call is accepted from a caller through a telephony interface, which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text. Incoming text messaging is matched with the transcribed text. The multi-modal call is automatically assigned through a session manager to a session under operation of a live agent. The transcribed text and incoming text messaging are progressively processed during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.
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Citations
2 Claims
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1. A system for providing a multi-modal communications infrastructure for automated call center operation, comprising:
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a telephony interface configured to accept a multi-modal call from a caller, which accommodates multi-modal calls comprising at least one of verbal speech and text messaging; a speech recognition module configured to convert incoming speech in the multi-modal call into transcribed text; a text message processor to match incoming text messaging with the transcribed text; a messaging server configured to automatically assign the multi-modal call through a session manager to a session under operation of a live agent; and an agent console configured to progressively process the transcribed text and incoming text messaging during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.
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2. A method for providing a multi-modal communications infrastructure for automated call center operation, comprising:
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accepting a multi-modal call from a caller through a telephony interface, which accommodates multi-modal calls comprising at least one of verbal speech and text messaging; converting incoming speech in the multi-modal call into transcribed text; matching incoming text messaging with the transcribed text; automatically assigning the multi-modal call through a session manager to a session under operation of a live agent; and progressively processing the transcribed text and incoming text messaging during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.
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Specification