Computer-Implemented System and Method for Automating Call Center Phone Calls
First Claim
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1. A computer-implemented system for automating call center phone calls, comprising:
- a telephony interface to receive a stream of verbal speech utterances from a callee of a call made from a call center;
an agent application to process the verbal speech utterances through a customer support scenario controlled by a live agent of the call center;
a post-call processor to identify one or more characteristics of the callee based on the verbal speech utterances; and
a command processor to automate an outgoing call to a different callee with characteristics similar to the characteristics of the callee based on the made call.
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Abstract
A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.
9 Citations
20 Claims
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1. A computer-implemented system for automating call center phone calls, comprising:
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a telephony interface to receive a stream of verbal speech utterances from a callee of a call made from a call center; an agent application to process the verbal speech utterances through a customer support scenario controlled by a live agent of the call center; a post-call processor to identify one or more characteristics of the callee based on the verbal speech utterances; and a command processor to automate an outgoing call to a different callee with characteristics similar to the characteristics of the callee based on the made call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer-implemented method for automating call center phone calls, comprising the steps of:
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receiving a stream of verbal speech utterances from a callee of a call made from a call center; processing the verbal speech utterances through a customer support scenario controlled by a live agent of the call center; identifying one or more characteristics of the callee based on the verbal speech utterances; and automating an outgoing call to a different callee with characteristics similar to the characteristics of the callee based on the made call, wherein the steps are performed by a suitably programmed computer. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification