System and method for providing a multi-modal communications infrastructure for automated call center operation

• US 20080118051A1
• Filed: 10/31/2007
• Published: 05/22/2008
• 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, Sutherland, Alastair
• Granted Patent: US 8,068,595 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: G10L 13/08 Text analysis or generation of parameters for speech synthesis out of text, e.g. grapheme to phoneme translation, prosody generation or stress or intonation determination
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/39 using speech synthesis speech synthesis per se G10L13/00
• 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 2203/306 Prerecordings to be used during a voice call
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• 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 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04W 4/12 : Messaging; Mailboxes; Announcements

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.

Claims

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.

2. A method for providing a multi-modal communications infrastructure for automated call center operation, comprising:

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.